Today we caught up with Tech and Sales Support Manager Giovanni Casagrande. Giovanni and his team ensure our customers are properly onboarded and have the support they need to be successful using the FIN Framework. Here's our interview with him on his role, work, and hopes for the future.
Can you tell us what excites you most about your role at J2 Innovations?
The great thing about J2 Innovations is that it is an established company but still has a really agile mindset. There is a lot of space for innovation, and there's also a lot to do because the company is growing. There's always something new to learn from customer requirements, so you never get bored.
What's a day in the life for you?
No day is like the other because I manage both sales and technical support globally. For example, I might be helping a customer on a specific technical issue, investigating a feature request, and at the same time helping with orders. There's also some higher-level planning and collaboration with R&D and marketing. For example, sometimes we're discussing new features, sometimes we want to improve communications and provide technical tips for our blogs.
How do you approach understanding the unique needs and challenges of our customers? Can you share some methods you use to gather customer feedback effectively?
The main channel we have with our customers for feedback is our tech support channel, specifically the service desk, where customers open tickets and ask for support. When a ticket is successfully closed, we request feedback, which provides insight to better understand and help our customers succeed. We're also evaluating an initiative to get in touch with some of our customers and ask for specific feedback on areas where we might want to improve.
How do you ensure new customers can quickly and effectively use our software?
We have a well-established onboarding process that allows new customers to quickly learn what they need to know. Chris Simonian, Orders & Sales Support, does a great job helping our customers become familiar with our portal and licensing server. This is where you can find all administrative and sales matters, such as placing an order, renewing a license, or expanding an existing license. For the software, we have technical training and technical documentation to come up to speed on the FIN Framework. Ricky Villa Valle is our go-to resource for tech support.
Can you share like an example of where customer feedback led to a significant change or improvement?
We're getting more feedback on how to better support developers. Our customers want to grow, learn, and become more independent in what they can do by building and customizing on top of FIN Framework. We are increasingly asked for more documentation, information, and tools to enable our customers to develop both the functionalities and the user interface. We are trying to approach this from a global perspective, encompassing documentation, training, and support, so our customers can do what they need to do. We are working on improving a specific area of our documentation to include examples, how-to videos, and video guides.
Can you highlight a particular customer success story that you're especially proud of?
One thing that comes to mind is the work done in application support, mainly by Aaron Sanchez, our Senior Application Engineer, who is really good at supporting our customers. For example, we had a customer who was starting a project for the first time. He made a point to sit with the customer while the project was being done so they could have the opportunity to ask questions and learn. This approach usually proves successful, as it helps customers learn and gives us insight into what they can do with FIN Framework.
What are your key goals for the sales and support teams in the coming year?
I'd say that right now, our support team is performing really well. Of course, there is room for improvement, and that's what I'm challenging the team to do. We want to improve our processes while keeping consistent with what our customers expect from us. We also want to further improve our response times and quality of responses.
With a growing customer base expanding across the globe, having good teammates makes our work a lot easier. I'm really proud of the job the team does every day.
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