Revenova Sets its Customers Up for Long-Term Success
Everyone knows that new software implementations are never just “set it and forget it” exercises, yet many developers go dark after their systems have been implemented, the initial users are trained, and the go-live dates have come and gone. Working without a safety net, organizations struggle to address unforeseen issues, adapt to changing business needs, and maximize the return on investment (ROI) of their software.
Revenova takes a much different approach. “When you’re a customer at Revenova, we stand with you. Our learning center provides a variety of different learning opportunities and video support,” says Samantha Haynes, Director of Customer Success. “Our customer request system empowers companies to both propose and rank new features for our product roadmap throughout the year.”
In this Q&A, Haynes discusses the company’s deep-rooted commitment to exceptional customer service, its newly-formed customer success team, and the new projects her team has been working on—all of which are being developed with the end customer in mind.
Q: Why did Revenova introduce a dedicated customer success team in 2024?
A: My team started in September 2024, and we were mobilized to support our customers in a completely different way than they’ve ever experienced in the past. We do this by delivering customer success very late in the sales cycle, and in some cases after actual implementation has taken place. Once the system is up and running, customers then have dedicated success managers that are with them throughout the entire journey, and long after implementation wraps up. After a formal handoff takes place, we step in to help with a wide range of requests and needs, including platform optimization, best practices, and other services.
Q: Is this offered to all customers, both old and new?
A: Yes, in fact, over the last four months we’ve been getting a gauge on all of our TMS users to determine if they need assistance with optimization or other processes that can help them get even more out of the system. From a health score perspective, if customers have been with us for a while, we’re talking to them and making sure the software adoption and usage process is going smoothly. If it’s not, we can step in to help as needed.
Q: Why is this level of support so critically important for TMS users?
A: Because when you’re in the implementation phase—and if you’ve never had a TMS before— you may literally be moving from using spreadsheets to manage transportation to using a modern, cloud-based, multimodal TMS. That’s a pretty big leap that requires some change management and cultural shifts within the organization. We’re helping customers work through these challenges and also helping more seasoned users adopt some of the newest features and functions that our platform has to offer. Ultimately, our goal is to make sure all customers are getting the true value that they should be out of the product.
Q: Are there any other specific services your team provides or functions that it handles?
A: Yes, we also have some product evangelists who augment our customer support teams on technical issues. They can help customers find basically whatever it is they’re looking for. And if we don’t have the answers (and we’re new, so we don’t have all the answers just yet), we have the internal resources to find those answers for our customers and connect them to the right people quickly.
Q: What can we expect from Revenova’s customer success team over the next 12 months?
A: We want to start developing some best practice webinars around specific out-of-the-box platform features like freight plans. We know there’s a bit of a mystery as to what a freight plan is and how it works, so we want to help clear up any confusion and assist customers in using these plans to their advantage. We want to make sure that customers know what a freight plan is, how they can use it, and then the best way to use it. After that we’ll continue to expand our library of best practices webinars to include other features. Improving our customer education resources has been a large priority not only for my team, but also for others within the organization. We’ll reintroduce videos and training in a robust management system that customers can use; we’ll be fast-tracking that project this year.
To learn more about Revenova TMS, Request a Demo. Follow Revenova on LinkedIn, YouTube, and X for the latest updates and news about Revenova TMS, the original CRM-powered Transportation Management System.
