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Keep students safe and healthy with safety, well-being, and social and emotional learning courses and lessons
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Professional Growth Management
Integrated software to manage and track evaluations and professional development and deliver online training
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Anonymous Reporting & Safety Communications
Empower your school community to ask for help to improve school safety and prevent crises before they occur
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Incident & EHS Management
Streamline safety incident reporting and management to improve safety, reduce risk, and increase compliance
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Increase safety, well-being, and belonging with proven-effective training on critical prevention topics
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Faculty & Staff Training
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Campus Climate Surveys
Simplify VAWA compliance with easy, scalable survey deployment, tracking, and reporting
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Anonymous Reporting & Safety Communications
Empower your faculty, staff, and students to take an active role in protecting themselves and others
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Incident & EHS Management
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Anti-Harassment and Diversity, Equity & Inclusion
Navigate an ever-evolving workforce with DE&I and Harassment Prevention Compliance training
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Learning Management System (LMS)
Assign, track, and report role-based skills and compliance training for the entire workforce
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Safety Communication
Enhance the safety for the industrial workforce with two-way risk communications, tools, and resources
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Training Management
A training management system tailored for the fire service--track all training, EMS recerts, skill evaluations, ISO, and more in one place
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Crew Shift Scheduling
Simplify 24/7 staffing and give firefighters the convenience of accepting callbacks and shifts from a mobile device
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Checks & Inventory Management
Streamline truck checks, PPE inspections, controlled substance tracking, and equipment maintenance with a convenient mobile app
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Exposure and Critical Incident Monitoring
Document exposures and critical incidents and protect your personnels’ mental and physical wellness
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A training management system tailored for EMS services—EMS online courses for recerts, mobile-enabled skill evaluations, and more
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EMS Shift Scheduling
Simplify 24/7 staffing and give medics the convenience of managing their schedules from a mobile device
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Inventory Management
Streamline vehicle checks, controlled substance tracking, and equipment maintenance with a convenient mobile app
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Wellness Monitoring & Exposure Tracking
Document exposures and critical incidents and protect your personnels’ mental and physical wellness
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Increase performance, reduce risk, and ensure compliance with a training management system tailored for your FTO/PTO and in-service training
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Early Intervention & Performance Management
Equip leaders with a tool for performance management and early intervention that helps build positive agency culture
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Officer Shift Scheduling
Simplify 24/7 staffing and give officers the convenience of managing their schedules from a mobile device
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Asset Mangagement & Inspections
Streamline equipment checks and vehicle maintenance to ensure everything is working correctly and serviced regularly
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Post and Regulatory Management
Purpose-built standards and training software to manage compliance
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911 Emergency Communications
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Training Management System
Track and manage all your employee training, certifications, and policies in one system
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Personnel Scheduling
Simplify shift scheduling and equip your Telecommunicators with an app to help manage their complex 24/7 schedules
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Performance, Conduct & Early Intervention
Protect the mental wellbeing of your Telecommunicators and improve QA
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Asset Management & Inspections
Simplify ECC inspections, maintenance, and inventory management
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Federal & Military Training Management
A mission-ready ecosystem for training and compliance
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Local Government Training Management
Technology to train, prepare, and retain your people
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State Regulatory and Standards Management
Purpose-built standards and training software to manage compliance
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Architecture, Engineering & Construction
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Learning Management System (LMS)
Ensure licensed professionals receive compliance and CE training via online courses and learning management.
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Keep AEC staff licensed in all 50 states for 100+ certifications with online training
Training
Drive organizational success with training that grows skills and aligns with the latest codes and standards
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EHS Management
Track, Analyze, Report Health and Safety Activities and Data for AEC Worksites
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Safety Communication
Enhance AEC workforce safety with two-way risk communications, tools, and resources
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Casino
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Anti-Money Laundering Training
Reduce risk in casino operations with Title 31 and Anti-Money Laundering training compliance
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Employee Training
Deliver our leading AML and casino-specific online courses to stay compliant with national and state standards
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Learning Management System (LMS)
Streamline training operations, increase employee effectiveness, and reduce liability with our LMS for casinos
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EHS Management
Simplify incident reporting to OSHA and reduce risk with detailed investigation management
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Employee Scheduling
Equip your employees with a mobile app to manage their schedules and simplify your 24/7 staff scheduling
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For Kevin, the journey of a customer goes far beyond the initial purchase or interaction and certainly should not be limited to tech support issues when something goes wrong. In fact, at Vector, the term isn’t “customer service,” but “client success,” -- an ongoing partnership between Kevin’s team and Vector’s clients. As Kevin says, “we look at the whole customer journey, not just at pain points, and work across the whole experience to maximize the long term benefits to the customer.”
At Vector, Kevin has created a culture that views customer experience as a robust opportunity for creating deep relationships, and seeks not just to solve problems, but to actually make their lives better.
“It starts at the beginning, before issues pop up -- which they always will. We’re not trying to avoid issues, we’re trying to establish trust and communication so that we can resolve them quickly and efficiently and optimize their overall customer success,” says Kevin.
This starts by truly understanding the customer’s journey and strategically thinking through the timeline from when they approach Vector, to when they purchase a product or solution, how it will be implemented, how they plan to use the product, how they will adapt it for their unique needs and, finally, keeping the lines of communication open to resolve issues, so they can retain their business and continue to grow the relationship. “The old way was to sit back and wait for their call when something went wrong. The new way involves us driving the relationship, guiding our clients on a journey to success.”
Customer service technology isn’t just a phone number or an email link anymore, thanks to advances in tech and the ability to stack technologies. From chat support to web forums and knowledge bases, and even automation, there are so many opportunities to harness the power of tech to make the customer service experience impactful and seamless.
“Many companies do not take advantage of the data they are capturing or leverage it for the benefit of the client. This data is powerful, it lets you know your customers -- where they want to help themselves and where they want your support and guidance,” says Kevin.
Luckily, there are some great ways to capture data that can help you optimize the customer service experience for your clients. Kevin suggests surveying customers about the customer support team members they work with, utilizing Customer Effort scores (a score that reveals how hard it is for a customer to get an issue resolved), Net Promoter Scores (an index that measures customers’ willingness to recommend a company's products or services to others) as well as online reviews and customer feedback software. Then, you’ve got to put that data to work, thinking holistically about the results to optimize how you work with customers.
One common misconception that Kevin dispels is that you always need to be talking directly with customers to improve their experience. “The data allows you to be constantly reviewing and auditing the experience through exploring usage, tickets, team members, bugs and other elements on the back end that your team can be proactive on, many times solving problems before a customer experiences them.”
The client success journey begins with the purchase of a product, but, under Kevin’s leadership, that is only the beginning of a multi-year relationship. “When we begin working with a client, our perspective is that there is no end in sight -- we want to make sure it’s a great partnership and we’ll never rest in our efforts to constantly be delivering a great experience.”
He gives an example of a successful effort to do so: “We have one client who had been wanting to utilize a new technology, but it wasn’t ready for the way their organization was set up. The problem was that they felt they were missing out on features and enhancements that they thought they needed. So we explored their core challenges, and audited what they wanted to do. We discovered that the product they were using was in fact the right one for their needs and that it just needed a little tweak. Because we had a great relationship with them, they trusted us. Our product engineering team made the necessary adjustment to the product they already had and together we saved this client a huge amount of money and time and kept our relationship strong. To make that story even better: we were able to offer that same adjustment to several other clients, who were impacted in a positive way as well.”
The bottom line: your clients' needs are constantly changing -- your customer service experience should be constantly evolving and adjusting to keep up. “It’s a long process and many steps, it’s not a task you can check off,” says Kevin.
Kevin says it best: “Our clients want more from us. We need to constantly be innovating in the way we’re providing tools and tech and resources beyond just learning content. From software technology that can make their life easier, to expanding the ways we support clients and create a great experience, it's constantly evolving. Customer experience has changed so much in even the past five years, there are many new theologies and tech solutions -- but it’s a race to who can provide the best solution, not who can get there first.
Kevin Goodwin has 20 years of experience leading customer-facing organizations in high-growth technology companies. Kevin is currently the Vice President of Operations & Customer Success at Vector Solutions. His global organization is responsible for ensuring that Vector Solutions customers are maximizing business value and impact from their products. Prior to Vector Solutions, Kevin led the Global Customer Success organizations at Malwarebytes, a leading SaaS Cyber Security solution. Kevin’s career also includes a variety of startups and leadership roles in the SaaS and Service industries. Kevin is active in the Customer Experience community and lends his experience to organizations to help transform the way businesses interact with their clients and products.