6 Ways A Personalized Solution Can Make Your Investment Better
What does a good customer experience (CX) come down to? Brainstorm some characteristics and you’ll most likely come up with attributes like a product and/or service that exceeds expectations, maximum value for dollars spent, positive interactions at every step of the customer journey, and ease of access to support.
You work to provide these qualities to your own clients. What about when the tables are turned and you’re the customer? When it’s time to invest in martech, many companies face the decision of choosing an off-the-shelf SaaS product or a custom-designed solution.
A pro/con list might include points such as up-front versus long-term costs, integration considerations, data transfer concerns, and the scope and complexity of the problems the technology must solve.
Sometimes, the decision to go custom comes down to necessity: Challenges and goals are so specific that an off-the-shelf solution just doesn’t exist. But often, it’s not so clear.
As you begin to evaluate your options, here’s a pro to add under the Custom Solution column that’s not often articulated: Working with a firm that will build a solution specific to your business needs can create a better CX for users and stakeholders throughout your organization—yielding several related benefits.
Custom Tech and Your Own CX
Here’s how you stand to benefit from a CX perspective when you choose a firm equipped to function as a true technology partner.
- Save Time.
Have you ever spent time researching martech solutions? Wading through reviews and specs; charting limitations and capabilities; matching features to your organization’s needs and challenges (which you also must assess)…to call this endeavor time-consuming is an understatement. On the other hand, a custom tech firm—with a team of seasoned experts in place to help identify your organization’s challenges and systems needs and then build just the right solution—removes that burden.
- Get Exactly What You Need.
To expand on the previous point, not only do you eliminate hours (and possibly days or weeks) of research, but in the end, you get a solution that’s exactly what your business requires to meet identified goals and/or overcome crucial issues. A personalized solution leaves you with no gaps to fill and no extra “clutter”—i.e., features that will go unused.
- Receive More Personalized Attention.
A tech firm that’s building a solution specific to your needs simply has more invested in you as a customer. That means dedicated account specialists familiar with you, your company, and your solution, directly accessible for personal support. No chat bots, no long waits on hold with a customer service department.
- Get Dedicated Support through Implementation, Training and Beyond.
A custom solution designed by a firm acting as your collaborative partner will come with a dedicated account manager rather than access to a knowledgebase that you’ll have to sift through yourself. This translates to seamless support for systems transition during implementation and hands-on help with training, encouraging better buy-in from users.
- Gain a Long-Term Technology Partner.
Aside from quick access to specialists for maintenance and security concerns, a custom design firm will be at your side to resolve ongoing scalability needs. This helps effect a more evergreen solution, one that will evolve with your organization’s changing needs rather than a one-off fix that you’ll outgrow too soon.
- Maximize ROI.
While it’s true that investing in a custom tech solution can mean a higher initial price tag, it’s important to look at implications that influence ROI. In addition to saving on recurring licensing fees, consider how a superior CX in terms of service, training, and usefulness of the tool influences long-time ROI. Higher rates of user adoption. Increased utility. And a martech solution that does what you need it to—nothing more that will cost you extra; nothing less that will leave you scrambling to patch up gaps with fixes that require an additional (and unnecessary) outlay of resources.
Decision Time: Factor In Your Own CX
When you’re evaluating your options regarding a custom-built solution or off-the-shelf software, take your own customer experience into consideration. Working with a company dedicated to delivering personalized solutions and support just may be an investment that users in your organization—the people who drive the CX for your customers—will benefit from in the long run.
Strata Company, a marketing, communications and technology firm based in Plymouth Meeting, PA, has collaborated with clients to develop customized technology solutions for 25 years. Check out our client success stories, or contact us today to discuss your goals and challenges.
About Katrina Denk
Possessing over 10 years of experience leading strategic and tactical marketing efforts of some of the area’s most respected businesses, Marketing Director Katrina Denk brings a wide breadth of knowledge to every initiative she oversees. Whether it’s a product launch or a multi-touch email campaign, she understands all the ins and outs of the marketing mix. In her free time, Katrina is an enthusiastic world traveler and animal lover.