Team RoundtableCustomer Success Team Edition

What is the work of the Customer Success Team?

Fujisaki

It might be a strange question to ask now, but could I ask Ran, who has been involved in support work since before the establishment of the Customer Success Team, about the team's founding policy?

Ran

Until now, support work was more passive, involving services like mailing lists, OpenDay, and training, where we supported customers by answering their questions. With the establishment of the Customer Success Team, we have set a policy to implement more proactive actions in addition to the existing support work. Fujisaki-san, you were in sales before the Customer Success Team was formed. Have you gotten used to the work after moving from the sales team to the Customer Success Team?

Fujisaki

It seems I had a tendency to focus on technical aspects even during my sales days, and Mochizuki often told me, "You might be suited for support too." I personally found working with FLEXSCHE, like creating prototypes, more enjoyable and fitting than sales activities. So, I feel like I've smoothly transitioned into my current Customer Success role.

Ran

That's good to hear. It's great that you've smoothly adapted to your new role. Which part of your current work is particularly voluminous?

Fujisaki

There's a lot of support through the mailing list, where we receive questions about how to use FLEXSCHE via email. Since I was assigned, it feels like the number of posts has gradually increased. It might just be my imagination, though.

Ran

I also think the number of posts has increased. Not only that, but I feel the content of the questions is becoming more complex. What do you think, Fujisaki-san?

Fujisaki

Now that you mention it, that seems to be the case. As the number of users adopting FLEXSCHE increases, naturally, the number of posts will increase since they are using it for business purposes. Regarding the complexity, compared to the past, the level of demand for FLEXSCHE has risen, and they expect greater results, which might be why the content is becoming more complex. I wonder if it's because they are realizing the potential of FLEXSCHE.

Ran

That's true. There seem to be several reasons, but regardless of the trend, we must respond properly to questions. As we answer questions on the mailing list, we are accumulating know-how on which functions are mainly used and where people tend to stumble. I think it's important to use this know-how to create content that helps everyone understand how to use FLEXSCHE systematically, so they can master it even more.

Fujisaki

I've been thinking the same, and recently I've been focusing on brushing up educational content like training, introductory guides, and sample collections, as well as creating new content. As the first step, I've renewed the introductory guide. There are still many contents that need to be renewed or added, so I plan to tackle them sequentially.

Ran

We want to provide them to everyone as soon as possible. We've talked about the mailing list, OpenDay, and educational content so far, which I think are "passive" activities. Moving forward, we plan to implement "proactive" support, and there's a new challenge I've asked Fujisaki-san to take on, right?

Fujisaki

Yes. We plan to conduct a survey on the usage of FLEXSCHE products and services soon. We want to ask users and partners if they are able to utilize FLEXSCHE, if there are any issues, or if there are any improvements they would like to see. We aim to listen to the real voices of those using FLEXSCHE and use the insights gained to add to or enhance our products and services.

Ran

I'm looking forward to hearing what kind of opinions we will receive. Speaking of similar proactive initiatives, we decided to hold an "Industry-Specific UI/UX Improvement Workshop" to explore what we can do to make FLEXSCHE more convenient for users and partners. You also served as an instructor, Fujisaki-san. How was it?

Fujisaki

Before holding the workshop, when I was discussing with Ran-san, we talked about how the content of this workshop might be challenging in terms of time and difficulty.

Ran

That's right. Since we were going to hold a workshop, we ended up cramming in too much content.

Fujisaki

That's right. Before the event, I was worried whether the participants would be able to keep up, but when we actually held it, I was honestly a bit surprised at how smoothly everyone learned and completed the exercises. Looking at the participants' surveys and listening to their comments during the study session, there were many positive opinions, which made me realize the significance of such study sessions once again.

Ran

I felt the same way. By holding the study session, not only do we receive more positive and useful opinions and ideas from the participants, but it also gives everyone a chance to study FLEXSCHE again, making it quite meaningful. Let's continue to hold such study sessions more and more. We plan to hold the next study session in April, so Fujisaki-san, please continue to be a lecturer!

What are the attractions of working at FLEXSCHE?

Ran

Recently, a partner mentioned, "Everyone at FLEXSCHE is always very kind and responsive, so it's really easy to ask questions." I was happy to hear that because I've always wanted to provide an environment where users and partners can easily ask questions.

Fujisaki

That's right. Speaking of which, when I joined the company, it was Ran-san who was in charge of my FLEXSCHE training. At that time, I didn't understand FLEXSCHE at all, so I asked a lot of questions, and I felt that Ran-san was a very approachable senior!

Ran

Is that so? I'm a bit embarrassed.

Fujisaki

I've been with the company for four years now, and I've come to realize that it's not just Ran-san, but the entire company has that kind of atmosphere.

Ran

That's right. As Fujisaki-san said, I think it's more about the overall atmosphere of the company rather than just me. Probably because FLEXSCHE is a tool, its value is only realized when users use it and achieve results. Everyone is working with the desire to "properly utilize FLEXSCHE for the manufacturing industry and make them happy," which naturally leads to a caring response to everyone.

Fujisaki

That might be true. Because everyone at FLEXSCHE is aligned in the same direction, we can easily consult each other when we're in trouble or have concerns, which makes it a very comfortable place to work. Don't you feel that this desire to "properly utilize FLEXSCHE for the manufacturing industry and make them happy" is shared not only within the company but also with our partners?

Ran

Do you think so too, Fujisaki-san? Some partners also have an attachment to FLEXSCHE, and I think it's not just because FLEXSCHE is a good product, but because they resonate with this sentiment.

Fujisaki

Partners are also very close, collaborating by leveraging each other's strengths, and I've heard stories of them going out for drinks together. I'm, of course, happy to work with partners who have an attachment to FLEXSCHE, and it naturally makes me want to contribute to the business as well. By the way, don't you think that the desire to "properly utilize FLEXSCHE for the manufacturing industry and make them happy" is connected to the mission of the Customer Success Team, which is "to lead users and partners to success through FLEXSCHE products and services"?

Ran

That's right. As the Customer Success Team, we need to be even more conscious and take action. Let's continue to expand the community connected by FLEXSCHE and deliver many successes to more manufacturing industries through FLEXSCHE.

How can we make better products and services?

Ran

Fujisaki-san, as a member of the Customer Success Team, what kind of activities would you like to engage in from now on?

Fujisaki

I'm thinking about what we can do to make FLEXSCHE an even more user-friendly product. Although FLEXSCHE is already considered user-friendly by many, I believe there is still room for improvement, and I want to continue improving without being complacent. To achieve this, I hope to gather user feedback and provide it to the development team.

Ran

That's right. I also believe that in order to continuously improve our products and services, it's important to catch up on the voices of users who actually use FLEXSCHE and partners who have direct relationships with customers. Therefore, I want to focus on actively communicating with users and partners, listening to various needs, and putting effort into these activities.

Fujisaki

Not only do we want users and partners to use FLEXSCHE for a long time, but we also want them to fully utilize it and continue to achieve results. As the Customer Success Team, we want to think about what we can do and put it into practice more and more.