Customer support
Beyond technology, D-EDGE CRM stands out
for the quality of its guest service.
Customer Success Management
Receive support from a dedicated point of contact
Each D-EDGE CRM guest is supported by a dedicated Customer Success Manager (CSM). As the name implies, the CSM is dedicated to customer success: he or she is the guest 'sprivileged and regular contact, and understands the guest's needs and issues to ensure effective collaboration.
Customer Success Management
A personalised approach every step of the way
Implementation
During this phase, the Customer Success Manager leads meetings with the customer to determine the perfect settings to suit their objectives. They are then responsible for carrying out this configuration before handing over the "keys" to the back office to the client.
Training
The Customer Success Manager will train the client on how to use the platform to its fullest potential. These initial sessions take place in the customer's own environment for more efficiency.
Support
Throughout the partnership, follow-up meetings are held between the client and the Customer Success Manager to analyse the results, monitor any new objectives and adjust the configuration accordingly. These follow-up meetings are also an opportunity to present the new features on the platform.
CUSTOMER Support
You are never on your own
Because we know that it's often easier to talk to someone than to read generic documents, our support team is available at all times to help all our customers use the D-EDGE CRM platform, whatever their contract.
Our team is available by phone, e-mail or chat, in French, English and Spanish, to answer all our customers' questions. Each request is processed in a tracking tool, so we never leave a request unanswered.
Average response time: 2 hours
Resources
Our free support resources
Resources are available in English, French and Spanish to ensure that customers have access to all relevant information about our solution.
Knowledge base
All customers have access at all times to a knowledge base describing how each feature of the D-EDGE CRM platform works.
D-EDGE CRM Academy
A knowledge center is available to all teams, with training videos to support users as they learn to use the tool.
Visit D-EDGE CRM Academy is free and adapted to all user levels.
Private group for LoungeUp users
A private group on LinkedIn is reserved for our customers. On this group, we share preview information, conduct surveys to anticipate certain needs, and try to maintain a network of professionals who share a passion for guest relationships.