Simply put, companies with a focus that is client-centric are able to better understand the unique needs of their users, as opposed to those who solely focus on the sale. In essence, it is their desire to go beyond requirements and expectations that provides them with greater insight into their customer’s particular situation. This, coupled with a superb product, allows organizations to surpass rival companies within their industry.
The fact of the matter is that nearly every successful product on the market today, including aviation management software, has some type of client support and advocacy department embedded within their company. To remain successful, businesses that offer solutions to track and manage aviation maintenance and inventory control can’t simply sell and run. Rather, ongoing customer service must be offered via a higher level of service and support system, like a client advocacy department, to ensure success for both the organization itself and its clients. Otherwise, there is a risk of developing a disconnect between the company and its customers, which has the potential to create devastating results.
Client advocates aren’t worried about offering standard customer service. Their goal is to provide an outstanding customer experience, concentrating on world-class customer support.
Need more convincing? Here are the top 5 reasons why client advocacy matters in aviation management software:
5. 360 degrees of support
With a client advocate, you will never have to worry about being left high and dry after the sale is made or the implementation has been completed. They act in a manner that is completely antithetical to the “sell and run” sales mentality that is still widely experienced by buyers today. A client advocate is there with you every step of the way—from the initial business needs analysis, through to product selection and training, solution implementation and beyond. A client advocate’s duty is to support and promote the success of your organization through each phase of the client relationship. They will provide you with scheduled consultation and are available for impromptu conversations to discuss your organization’s unique needs.
4. Information, information, information
A client advocate knows that you, the client, can’t work in the dark. They recognize that in order to make clear, concise, and well-informed decisions, you need information. It is their responsibility to ensure that the right information is in the client’s hands. This may involve coordinating product demonstrations, project management kick-off meetings, or to simply provide the correct documentation for the inquiry in question. In addition, a client advocate has an in-depth comprehension of the strengths and weaknesses of their competitor’s solutions, and is more than willing to explain to you how their product fills the gaps. Whether you require an auditor or trainer, a client advocate is there to make it happen.
3. They value your opinion and feedback
Not only are they available to receive your feedback, they value it and act upon it. A client advocate is always eager to listen to your opinion on topics important to you, such as future development requests, operational processes, industry trends, and so on. They are constantly concerned with how to provide you with better service and support, as well as how to improve the products they represent. After assessing your conversation, the client advocate acts as your voice within the company and shares this information with the appropriate teams to determine next steps. This could involve convening with Technical Support, Product Development, Business Analysis, Quality Assurance, Implementation, or the Training Department.
2. A client advocate is your direct connection to the company
Think of them as your liaison or “Ambassador of Success.” A client advocate’s role is to represent your interests on your behalf, so that they can provide their company with greater insight into your business’ particular challenges, requirements, expectations and so on. They are your direct link to the company and are readily available to receive and deliver information, offer feedback, and to provide support to assist you in overcoming obstacles and reaching your business goals.
1. Their number one job is to ensure that you are successful
That’s right, the fundamental purpose of the client advocate’s role is to make sure that your business reaches its operational goals. This is not the same as having an objective of “making you happy.” Truthfulness supersedes happiness when it comes to a client advocate’s desire to help you succeed. All too often and throughout every industry, sales reps adhere to a must-make-you-happy-at-all-costs approach, which almost always ends in disaster.
On occasion, and to assist you with achieving organizational success, a client advocate will work with your team to identify where internal processes can be improved. For instance, a client advocate might make recommendations on procedural changes that in the short term are challenging, but in the long term will enhance company efficiencies and save capital.
It’s the client advocate’s duty to look at the bigger picture. Think of it this way: a client advocate doesn’t want you to simply be in the lead at the end of the inning, they want you to win the entire game. They’re on your team from day one.
At WinAir, we understand the value in having a dedicated client advocacy team in place to serve your needs. Our client advocacy team has the drive and knowledge to meet and exceed your expectations.
When you sign on with WinAir, you will be connected with your company’s own client advocate, who will be your voice at the company and will remain committed to the success of your business.
We look forward to hearing from you soon and learning more about your operation.
Based in London, Ontario, Canada, WinAir has over 25 years of experience as a leader in aviation management software. Companies rely on WinAir to efficiently and effectively track and manage aircraft maintenance and inventory control. WinAir is proud to lay claim to hundreds of installations at aviation-specific organizations worldwide. From airlines, to heli-ops, to law enforcement agencies, foreign oil industry suppliers, MROs, CAMOs, medical evacuation response teams and more, businesses using WinAir regard the solution as a necessary component to the successful management of their fleet maintenance programs.