At DRI, we pride ourselves on delivering results with no surprises to our valued clients. We understand that successful partnerships are built not just on exceptional products and services, but on strong relationships and mutual trust. That’s why we are excited to introduce our new Client Success Team, dedicated to ensuring client satisfaction and helping clients maximize the value of their investment with DRI’s products and services.
Primary Objectives of the Client Success Team
The DRI Client Success Team has three primary objectives.
- Client Satisfaction
Client satisfaction is at the forefront of everything we do. We want to ensure that your experience with DRI and its products exceeds your expectations. Our Client Success Team is here to listen to your feedback, address any concerns, and act as your advocate within our organization. - Building Stronger Partnerships
The Client Success Team aims to develop deeper relationships with clients post implementation to better understand their unique needs and challenges. By doing so, we can provide tailored solutions and help you capitalize on your investment to improve ROI within your own business. - Alignment with DRI and Infor
As your trusted partner, the Client Success Team will ensure alignment between your needs and the products and services we offer. We strive to be your champion for all things Infor and DRI to ensure your voice is heard and your requirements are met.
What Can Clients Expect from the Client Success Team?
When working with the Client Success Team, you can expect a more proactive and standardized approach to customer service. Each client will be assigned a dedicated client success manager (CSM) who will serve as their point of contact. The CSM will act as a liaison between you and DRI, as well as Infor, to promptly address any needs. Your CSM will also facilitate resources, determine and execute action items, and help you navigate our products and services more efficiently.
Meet the Client Success Team
The Client Success Team is comprised of experienced professionals dedicated to your success.
- Client Success Managers, John Titus and Lori Saxton
John and Lori are two names that are already well known to our clients. They have been working in client-facing roles for several years and bring a wealth of knowledge and expertise to the team, ensuring that clients’ needs are met with the highest level of support. - Director of Client Success, Matt Kaminski
Joining DRI in April 2023 as the director of client success, Matt brings over 25 years of leadership experience, with a specialization in migrations of on-premises technology solutions to cloud-based products. Matt’s focus on client-centric practices will play a crucial role in guiding the growth and execution of DRI’s new client success team.
Next Steps: What to Expect
If we haven’t already been in contact, a client success manager will be reaching out to you soon to schedule a kick-off meeting and establish a regular cadence for periodic calls. The kick-off meeting will provide an opportunity to discuss how you are currently using our products and services, review processes, and align goals. An agenda will be agreed upon prior to each meeting to ensure that we address your specific needs.
The Future: Enhancing Client Satisfaction
As we track and standardize our processes, we will continue to roll out new initiatives aimed at improving client satisfaction. By the end of 2023, we plan to launch client satisfaction surveys to gather valuable feedback from our clients. These surveys will help us gauge satisfaction levels and identify areas of improvement for the Client Success Team. Our goal is not just to meet client expectations but to exceed them consistently.
Putting Our Clients First
At DRI, our clients are at the heart of everything we do. We understand that your success is intertwined with ours, and that’s why we have established the Client Success Team. Our Client Success Team is dedicated to being proactive, responsive, and attentive to your needs. We are committed to building strong partnerships, providing exceptional support, and helping you capitalize on your investment in DRI’s products and services.
We believe that by working closely together and listening to your feedback, we can continue to improve and evolve our offerings to meet the ever-changing demands of your business. Our Client Success Team is here to ensure that you receive the highest level of service and support, and we look forward to embarking on this journey of success with you.
If you have any questions or would like to learn more about DRI’s Client Success Team, please feel free to reach out to your assigned client success manager or contact Matt Kaminski. We are excited about this new chapter and are eager to serve you better than ever before.
