TouchPoint Networks Blog Articles

The Customer Advocate Role at TouchPoint

December 12th, 2017 by admin

We were delighted to join Robert Leake from eFolder at a recent discussion about how we found the right “farmer”, or Customer Advocate. As Tamara Gonzalez explains in this video, we’ve learned to properly define this role from past hires, Tigerpaw training, and through working with our partners at Technology Assurance Group (TAG). Lesson learned: don’t settle for someone who isn’t a good fit, good Customer Advocate is worth the wait! In our case, that person is Susan Adams.

The video goes into more depth about what our Customer Advocate does, but to summarize: she works closely with our customers to ensure regular communication, provides proactive support, and builds good relationships. With some of our older service models, we didn’t hear from our customers until something was broken. Without the additional communication that comes with our Managed Services model, many of our customers won't know when their equipment is discontinued by manufacturers or hear about our new IT solutions. This has changed to a more collaborative approach thanks to our work with Susan.

Thank you to eFolder for asking us to join them for this discussion, we always enjoy sharing our experiences with others in the industry. Be sure to watch the full video if you’re interested in learning more about what goes on behind the scenes at TouchPoint.

Posted in: Training