- On October 12, 2021
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- Customer Service, Customer Success, SAP, SAP Business One, SAP Excellence Award, SAP Partner, SMB ERP, Softengine
Softengine is 100% dedicated to providing customer success with excellent service, and support. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company and more than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most-used channel for customer service (1). In fact, Softengine is accessible 24/7 by phone because it’s the number one used channel for customer service. In addition, Softengine also has email support and a website portal and is committed to ensuring questions and support are answered in a reasonable amount of time (7). By making themselves available through multiple channels, any time of day, Softengine customers can trust that they will always have the help they need.
Softengine doesn’t just say they’re different when it comes to customer success, they also prove it. Shawn D. Hartmann, Vice President and COO of Hastings HVAC said, “Softengine is really responsive any time we call, and they quickly resolve issues whenever they arise (2).” At Softengine, they have an ongoing commitment to customer success. They understand the critical role that SAP solutions play in the success of their customers’ business and thrive on solving even the toughest business challenges with solutions that benefit their customers in ways that competitors cannot (3). Softengine knows that 94% of American customers will recommend a company whose service they rate as “very good (4).” That’s why in 2020 Softengine received the SAP® North America Partner Excellence Award 2020 for SAP Business One (5). When receiving the award Softengine’s CEO, Joseph Lasman stated, “Receiving the SAP Award for Partner Excellence 2020 is an important recognition of Softengine’s continued efforts to drive innovation and improve service offerings for customers. Softengine has developed a synergistic approach to product development, leveraging technology from SAP to drive adoption into new verticals. Partnership with SAP has been key for developing strategic relationships with industry associations such as the Specialty Food Association and the Specialty Coffee Association to better support their membership. Softengine has provided solutions for the food and beverage industry, the coffee industry micro-vertical and delivered significant product development for key manufacturing industry clients (5).”
76% of B2B buyers expect businesses to know their unique needs and expectations (6). It’s no wonder why companies want to work with Softengine due to their vast understanding of the food and beverage, manufacturing, coffee, and distribution industries. That’s why partnering with Softengine gives you a significant advantage when transitioning your company into an SAP Business One “Best Run Business”. They bring a team of certified and award-winning professionals, using a proven methodology, to guide and help you through the transition to SAP Business One with minimal disruption to your business operations (7). They do this because more than 70% of consumers believe that companies should collaborate on their behalf so that they don’t have to repeat information to different representatives (8).
Softengine has developed what they call the Softengine Advantage a three-step process designed to ensure customer success, it includes intake and discovery, project deployment, and technical support. The importance of taking care of customers can never be understated, 70% of the customer’s journey is based on how the customer feels they are being treated. Softengine’s Safe Implementation Process (SIP) is a deployment roadmap that outlines every step of the implementation process. This blueprint is required to safely deploy your new system with minimal disruption to your business. It includes Staff training, Data Migration, Acceptance Testing, on-site “Go-Live” Support, and Project review after “Go-Live” (7). Walking customers through these processes give customers a clearer understanding of the new systems that are in place creating a lasting partnership with Softengine and enjoying the benefits of SAP Business One for years to come.