February Customer Success Update: What does ‘customer success’ mean for our customers?
We’re on a mission to develop technology solutions that improve outcomes for children, our recent £4m investment will enable us to cement our position as the UK’s market leader, build out an already strong team and deliver our ambitious growth plans.
One of our plans for 2021 is to become closer to our customers. We’re no strangers to ‘Customer Success’ but you can expect to see some new and improved ways of working over the coming months.
What does ‘Customer Success’ mean for our customers?
Allocated Customer Success Managers
If you don’t already have a primary contact at Connect Childcare, you will be allocated to a named Customer Success Manager (CSM) to help with, amongst other things: ongoing insights, commercial discussions, solution enhancements, escalations and more. Along with any enquiries which you raise with your Success Manager, you can expect to receive proactive communications from the Success Team. They will check how you are and how the solution is working for you. The support team will still be on hand for your general software support.
Getting the most from our software
Connect Childcare’s product team release updates multiple times each year so there will always be new functionality that is relevant for our customers. While we do keep customers updated via email and our blogs, your customer success manager will be on hand to discuss any specific enquiries about your connect solution.
Other ways we’re making sure you’re set up for success
The new Development Matters Framework release
The new Development Matters Framework offers non-statutory curriculum guidance for the EYFS. This framework is now available in iConnect upon request and is here to support the delivery of the new EYFS statutory framework coming into play in September, including the revised ELGs. It offers you a view of how children develop and learn, and guides, but does not replace your professional judgement.
Product workshop webinars
With our software constantly evolving and adapting to your needs, we have new features, products, and updates being shipped every month. To make sure you don’t miss out on any, we’re running quarterly product workshop webinars. You can expect to receive first hand knowledge of anything new, as well as tips and advice on how to use these features to create lasting success for your nursery.
The idea behind each new feature, is to provide a solution that makes our products work harder and more effectively for you. To ensure they are fit for purpose we want to hear from you – after all, when it comes to managing a nursery, you’re the expert! So this is also your opportunity to ask any questions and help steer us in the right direction over the coming quarter. We invite you to join the discussion and be part of a supportive and like-minded community of professionals coming together to share knowledge and ideas.
We held our first product workshop ‘Supporting the EYFS Reforms’ today. We covered quite a bit in 45 minutes and it was really great to hear some of your thoughts on the Development Matters Framework and new features to support them in iConnect. Some main takeaways were:
- We want to move away from generating lots of Next Steps.
- Development Matters shows the observation checkpoints and we were considering using these in replace of the current assessment.
- We could look at what observations we have covered – 7 checkpoints in total – and flagging up any child that isn’t making progress to put in those interventions.
- We want to move staff members away from the mentality of ticking the statements off and knowing they have to complete those statements.
- Most of you said you will be using either Birth to Five Matters, or Development Matters as a framework guide.
- A baseline assessment is no longer needed, we’re considering a ‘getting to know you assessment’ instead.
Over the coming months, you will be introduced to your dedicated Customer Success Manager. If you need anything in the meantime my inbox is open. You can catch me on firstname.lastname@example.org or give us a call on 01282 507945 and we’ll be happy to help.