Are you dealing with long wait times for support tickets or an unresponsive AMS vendor? Does your partner have the depth of experience to help you get the most out of your AMS investment? These are some of the most common complaints we hear when teams are considering a switch to a new CRM or AMS vendor.
In this post, we’ll introduce you to Cobalt’s support team and some of the ways their expertise provides value that other vendors can’t. Read more about our managed services and support and let us know if you’re ready to connect for a brief intro call with our team.
We’ve Always Prioritized Exceptional Customer Support
Cobalt is proud to have helped pioneer association technology for more than 25 years. In that time, we’ve seen the “unexpected” issues and challenges that threaten to derail an entire software project. As the industry has grown, evolved, and improved, we’ve been right there riding the waves.
Throughout the last three decades, we’ve held fast to our commit to continuously refine our internal processes and increase staff efficiency, i.e. be a stronger partner to our customers. Two quick (but really important) examples? Maintaining our customer facing product knowledge base and our client product documentation – hugely important for both parties.
The ongoing support Cobalt provides to our trained end-users is unique in the industry.
- Every support request is handled in-house by our team of experts.
- Our median response time is 45 minutes.
- We include free “How do I …?” questions for any trained member of your team.
- We boast a 97.8% satisfaction rating across 3600 reviews in 2023.
From the everyday administration to the most complex technical questions, we’ve got you covered with decades of support for Dynamics 365. Dynamics 365 is the base layer for our association management software. Not only do our teams maintain certification(s) through Microsoft, but Cobalt is also an official Microsoft Solutions Partner.
We take our credentials as seriously as we do customer satisfaction!
AMS Training That Paves the Way
Training during and after we work together to implement Engagement Dynamics (our AMS solution) is one of the biggest ways to ensure buy-in from your team and a smoother transition to a new AMS. But what about the inevitable questions that come up after that initial training? As Microsoft rolls out new features and tools in Dynamics 365, what’s the easiest way for your team to take advantage and stay current on best practices?
This is another area where Cobalt’s support for Dynamics 365 stands out in the field of CRM vendors. We’re constantly exploring, testing, and actively using all the tools we sell. After all, we’re a growing SMB in the B2B space. Dynamics 365 Sales, Dynamics Customer Insights (formerly Dynamics 365 Marketing), and The Power Platform are the core components of our tech stack.
So many of the tools inside Dynamics 365 are increasingly important for associations who are growing their non-dues revenue. We’re multiplying our qualified leads, improving our sales processes, automating manual tasks, shortening our sales cycle, and closing more deals. And we love to show association exactly how to use these sales and marketing tools along with the refined modules we’ve built especially for core association needs (membership, events, certification, subscriptions, etc.).
And again: we offer free “How do I …?” questions for trained members of your team. That means we’re right here when you want help with:
- Generating the reports you need for decision making
- Configuring Engagement Dynamics for a new business process
- Customizing the dashboards you depend on for visibility into your AMS data
- Tracking your marketing outreach effectiveness
- Managing integrations with other systems, apps, and tools
Lightning-Fast Response Times
A lightning-fast response when you need support for Dynamics 365 questions or changes can have a huge impact, especially when you’re under deadline or trying to make an agile pivot in your market.
With an average response time of 45 minutes, our support team you’ll have the answers you need when you need them. You’ll never wait more than an hour for attention and a response to an urgent support ticket. We guaranteed this in our service level agreement.
We’ve been offering Dynamics 365 support and managed services for as long as Dynamics 365 has been offered. So, we’ve grooved a reliable, painless system for submitting a support ticket.
With Cobalt, you’ll also have access to our free online knowledge base. It’s full of helpful information that addresses some of the most common Dynamics 365 questions that come up.
Some of our partners prefer to get in touch by email or just connect with a phone call. That’s no problem, and we’re happy to connect in the ways you prefer. For urgent issues outside of normal business hours, our on-call agents will be available. Our support team even has an alert system that will notify us when something’s severely wrong – so by the time you notice it, we’re already on it.
Focus on Customer Success
When you invest in software, you’re not just buying a product; you’re looking for a solution to help you achieve specific goals. This is where customer success comes into play, transforming your experience and maximizing the value you get from your investment.
Cobalt’s Customer Success team works closely with you to understand your unique needs and help you navigate the software to meet your specific objectives. Whether it’s through onboarding sessions, training, or regular check-ins, they ensure you’re on the right track. With expert guidance, you can leverage the software more effectively and achieve your desired outcomes faster, enhancing productivity and satisfaction.
Instead of waiting for problems to arise, customer success teams anticipate potential issues and address them before they impact your operations. This proactive approach keeps your workflow smooth and uninterrupted. As your needs evolve, customer success teams help you adapt and optimize your use of the software, ensuring it continues to deliver maximum value over time.
They ensure you are fully aware of and utilizing all the features and capabilities of the software, so you get the most out of your investment. Beyond basic support, customer success offers insights and strategies to further enhance your operations, often providing resources, best practices, and industry benchmarks.
Your feedback is integral to the continuous improvement of the software. Customer success teams channel your insights back to the product and development teams, leading to features and updates that better meet your needs. This creates a partnership between you and the software provider, built on mutual trust and a shared goal of your success, ensuring a more reliable and supportive experience!
Customer success isn’t just a benefit for the software provider; it’s a powerful advantage for you, the customer. It ensures you’re not just using the software but thriving with it, achieving your goals, and maximizing your investment. With dedicated support, proactive assistance, and a tailored experience, customer success transforms the way you engage with software, making it a truly invaluable part of your journey.
Support for Dynamics 365 Documentation
These days, a lot of organizations opt for highly customized CRM systems for their staff. The problem? Remembering how to do that thing … that you haven’t done in a while … and you always have to ask your coworker to help you out.
Our clients have access to our Cobalt Product Knowledge Base as well as their own knowledge base for custom work that was done for their new system. Not only will it save you from the scramble to remember, but it’s also a quick way to onboard new staff members to your processes.
Let’s Connect About Your AMS Support Needs
Ongoing support, training, and a responsive, proactive partner make all the difference between having a neglected, frustrating AMS and finding the real ROI we’ve seen.
We serve a wide array of associations, certification boards, accreditation organizations, and SMBs across a diverse range of industries. Dynamics 365 is built with the power and flexibility to serve some of the largest enterprise organizations in the world — but it’s still priced to be a better value than Salesforce, HubSpot, and other popular CRMs.
Let’s connect and talk about the specific ways our association management software support would make a positive difference for your team.
Connect to Discuss Our Dynamics 365 Managed Support Services
What if your team could stay more focused on your members and customers instead of more extensive CRM training and always trying to keep up with best practices? Let’s connect for a quick intro call to outline where Cobalt’s Dynamics 365 managed support services can help!
