The SSI Approach to Customer Service

Exceptional customer support is more than just answering phone calls or responding to emails. It's about building lasting partnerships that help our public sector clients thrive. We dedicate ourselves to providing exceptional customer support that goes beyond the ordinary. At SSI, customer service is not just a department; it's the heartbeat of our company. Customer service at SSI is built on a foundation of expertise, empathy, and empowerment (like the alliteration?). 

We understand that our users face unique challenges, and our mission is to equip you with the tools and support to overcome these hurdles and thrive. How do we do this? 

By hiring seasoned pros...

When you reach out to SSI for support, you're not connecting with an entry-level employee reading from a script. Our support team consists of seasoned professionals with deep expertise in public finance and our software solutions. Many have backgrounds in government accounting, utility billing, or public administration. This means they don't just understand our products – they understand your challenges and speak your language.

Our customer service representatives, who we call Software Consultants, are true experts in our software and the public finance field. They have accounting or finance degrees, they have worked in public sector finance, and some have even been finance directors. 

Then, we train them in our software (if they haven't already used it in their previous public sector roles). Once they understand the VIP Software, they become dedicated partners in your success. Our Consultants can quickly resolve problems because of their in-depth understanding of public finance and our software. (Think Captain Planet - "Let our powers combine!")

And making them owners...

Here's where things get really interesting: every support specialist you interact with is also an owner of SSI. As a 100% employee-owned company, our team members have a vested interest in your satisfaction and success. This isn't just a job for them; it's their business. Our Software Consultants know that they have a stock in the company (literally). They're personally invested in ensuring you get the most out of our software and that your experience with SSI is nothing short of excellent.

When they resolve a problem quickly and correctly, it keeps customers happy. And when customer retention is high, the company succeeds. Our Consultants know that they drive company stability and therefore care about their job more than the average Joe (sorry to all the Joes out there...). 

Who build long-term relationships...

We're not interested in quick fixes or band-aid solutions. Our goal is to build long-term relationships with our clients. Over time, our support team gets to know your organization, your specific needs, and your goals. This allows us to provide personalized support that goes beyond troubleshooting. We become trusted advisors, helping you leverage our software to improve your operations and better serve your community.

Some of our Consultants have worked at SSI for over 12 years. Some SSI employees have worked here for over 25. This means that they have the unique ability to build long-term relationships with customers. They are on a first-name basis with most of them. And not because customers have a problem, but because they want guidance from someone they trust.

SSI Software Consultants genuinely care that public finance is managed in the most efficient, accountable, and organized way possible. And our customers know this. That's why they consult us.

To help customers thrive.

At the end of the day, you're the star, and we're the prompter (that person who reminds actors of their lines... yes, I had to look it up). Our support doesn't stop at solving immediate issues. We're committed to empowering you to thrive. This means:

1. Proactive education: We offer training sessions, webinars, and knowledge base resources to help you master our software.

2. Strategic guidance: Our team can advise on best practices and help you optimize your use of our solutions, down to the very processes.

3. Continuous improvement: Your feedback drives our product development, ensuring our software evolves to meet your changing needs.

To be quite frank, our goal is to have no one call us. Or rather, make it so they don't need to call us. We love chatting, but when the phones are silent, we know that our customers have a full grasp of our software. They have taken ownership over it and are thriving.

Recap

So, how do we do customer service? We hire seasoned professionals and make them owners who build long-term relationships to help customers thrive (that's a $5 sentence right there). With expertise, care, and passion, our Customer Support team cheers you on to become the best version of you!

This approach to customer support isn't just good for our clients – it's good for our business. Many of our client relationships span decades, and a significant portion of our new business comes from referrals. Our clients know they can count on us not just for great software, but for unparalleled support from a team that truly cares about their success.

At SSI, customer support is who we are. By hiring seasoned professionals, making them owners, and fostering long-term relationships, we've created a support experience that truly sets us apart. It's not just about solving problems; it's about helping our clients thrive. And for us, there's nothing more rewarding than that.

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