By Pankeer Baxi
Director - Professional Services
March 28th 2023
As a Deep Pool customer, you have full access to our Client Success group, an experienced team of Account Managers, Project Managers, Subject Matter Experts and Support Analysts dedicated to helping you maximise the value you receive from our solutions.
Four pillars of success
The Client Success Group comprises four pillars:
Relationship Management – Our relationship managers focus on building strategic partnerships with clients to ensure Deep Pool’s roadmaps and services align with your long-term business objectives.
Professional Services – Clients need to feel their long-term business objectives are well represented, and that their general, ongoing needs are always being met. The Project Management division handles the end-to-end implementation of specific, scoped projects based on your tactical goals, while our dedicated Account Managers serve as your advocate to ensure you achieve continuous, maximum return from the solutions and services you’ve selected.
Business Consulting – We pride ourselves on the depth of financial services and regulatory expertise our Business Consulting team members offer. When a new client comes on board, Business Consulting analyses their specific business processes, assesses how the solutions they’ve chosen can be used to accelerate and automate those processes, and provides tailored training aligned with mutually agreed-on objectives.
Global Support – Our Global Support team stands ready to respond to any enquiry or issue your staff may have.They assign tickets for tracking and ensure all issues are properly prioritised for a full and timely resolution.
Focus on Service
As of March 13th, we are now using HubSpot as our holistic customer relationship management system. We are now able to view every client-related matter – from support tickets to projects, to functionality/account needs, to contracts and solutions – through one account record in one central location.
What you should see is more responsive service. Consolidating all account records in one easy-to-use platform will give us a complete, real-time picture of everything that is happening in the relationship.
An announcement about the migration was sent to clients on February 28th. Instructions on how to set up your account in HubSpot, was further sent on March 8th.
If you need the information re-sent, or have any additional questions, please contact your Account Manager or Support at mysupport@deep-pool.com.
Tip: Don’t forget our comprehensive help guides also provide many how-to answers on using our systems – answers that may save you having to raise a support ticket in the first place.