Customer Success at ClearPoint: 2019 in Review

Our Customer Success team has been hard at work to provide a world-class experience for all ClearPoint users!

We know you won’t be surprised to hear it, but we just had to share it: 2019 was a great year for the Customer Success team here at ClearPoint! This past year, ClearPoint received awards and recognition thanks to our hardworking Customer Success team. In honor of all the solutions they provided for our clients, we wanted to shout-out all their amazing accomplishments.

The Customer Success team at ClearPoint oversees exactly that: customer success. To ensure customers have success not only with the software, but also with their strategy execution, our support team pairs every ClearPoint client with a Customer Success team member as their Account Manager. The Account Managers and the whole ClearPoint Customer Success team help our clients with questions they have regarding their strategic plan or our software. They’re always happy to help (and quick to respond) through in-app chat, email and phone. As a humble brag of how hard-working our team is, we highlighted some of their 2019 accomplishments below!

Fast, High-Quality Customer Support

Our team is readily accessible to provide help whenever customers need it. The 2019 stats speak for themselves:

  • 2 minutes and 57 seconds: Average response time to customer requests
  • 98.7%: Support requests rated ‘Highly Satisfied’ or ‘Satisfied’
  • 9.6/10: Quality of Support rating from customer reviews

Our Customer Success team truly upholds our core value of ‘Caring about the Customer’ and works hard to get customers the answers they need, when they need them!

World-Class Experience, Every Time

Our Customer Success team works persistently to create processes to ensure that every user within ClearPoint achieves success. In 2019, we introduced an updated and revamped Annual Customer Check-In Process so that we are proactively helping our customers achieve their goals for the year. We track this process, and many of the other processes we have in place, to ensure that every customer receives a world-class experience with our team and our tool. Thanks to these processes, we’ve been able to onboard many new ClearPoint customers and help all our clients see continued success in the software.

Recognized as a Top Partner for Local Governments

2019 Haverford Award WinnerClearPoint Strategy was a 2019 winner of the Haverford Award by Emerging Local Government Leaders (ELGL). This award recognizes the top partners and companies for local governments, and nominations are submitted by local governments themselves. We’re honored to know our local government customers believe we make them stronger. We owe this award to our customers, and their recognition wouldn’t have been the case without our amazing Customer Success team! Our nominees specifically shouted-out our dedicated team and our proven process,

"ClearPoint’s onboarding, implementation and support plans are developed to ensure the organization’s success from the start. Their goal was to partner closely with us during the initial implementation so that we could be self-sufficient as we grew in our use of ClearPoint, adding departments and team level plans. The ClearPoint Account Manager and the entire Support Team have always been available to partner to ensure continued success."

Read more about this award, what it means, and why we’re so proud to be named a recipient in our blog post.

Recognized as a Leader in Strategic Planning

G2 Summer 2019 Leader Badge G2 Fall 2019 Leader Badge G2 Winter 2020 Leader BadgeClearPoint Strategy was named a G2 Crowd Leader in Strategic Planning three times in 2019. G2 is a review site for software solutions that uses verified product reviews and market presence data to score software companies. Industry-leading scores in both determine category Leaders in G2’s Grid Reports – indicating ClearPoint scored among the highest in Strategic Planning Software to earn this title every quarter since G2 added us to their list! Our Customer Success team received shoutouts in many of our customer reviews:

Unquestionably the best parts of ClearPoint are the people that work there and the way they have fostered a culture that is centered around providing exceptional customer experience. The amount of help you receive from the ClearPoint team for any minor issue is incredible. They will bend over backwards for you. The support feature of this organization is top quality.

Read more on why we were recognized as a leader in Strategic Planning Software by G2 here.

Sharing of Best Practices

In 2019, we hosted 8 customer learning webinars, attended by 539 customers, to promote understanding not only of our product, but also business best practices. Our Customer Success team also hosted our 5th Annual Strategy and Performance Management Summit in Durham, NC and 4 ClearPoint Community Meetings in various regions to encourage networking within our community and across industries. To read more about the 2019 summit, read our recap blog.

Interested in attending the 2020 summit? Our 6th annual summit is in Washington, DC from June 10th to 11th and we can’t wait to see you there! Register now to connect with leaders in various industries.

To our team: thank you for working so hard for our clients! You’re not only our favorite thing to brag about – you’re also our clients favorite thing to talk about, and we’ve got the reviews to prove it. Interested in finding out more of why our customers love ClearPoint so much? Talk to a ClearPoint representative today to get a tour of ClearPoint and see why for yourself!

Customer Success at ClearPoint: 2019 in Review