The Customer Journey at base

At base, the customer is at the center of everything we do. We take an integrated approach to ensure we deliver maximum value at every stage of the client relationship. By working as an extension of our clients’ teams, we align our efforts with their objectives, creating a bespoke experience tailored to their needs. Our Chief Revenue Officer, Fran Burham, who oversees all aspects of revenue generation, including customer success, sales, partnerships, and marketing, explains how we shape a comprehensive customer journey that paves the way for long-term success. 

The End-to-End Process that Drives Value 

 

The customer journey at base is an interconnected series of steps designed to deliver results. It begins with understanding our clients’ needs and moves through key phases, from onboarding to training and even to strategic updates post-implementation. This process is supported by a collaborative effort between our customer success, engineering, and software development teams. 

 

Each department plays a crucial role in crafting a smooth, effective experience. Whether it’s building workflows, responding to client concerns, or next-level innovation, everything we offer is designed with the client in mind. We don’t treat the customer experience as a one-size-fits-all package. Instead, we create tailored solutions that address unique pain points while guiding the client toward their objectives. 

 

The Discovery Stage  

 

From the very first interaction with a prospective customer, we place a strong emphasis on understanding their requirements and challenges. This discovery phase is a critical step, allowing us to uncover the issues they face and identify the most effective solutions. By taking the time to truly listen and analyze their requirements, we ensure that every service and solution we provide is perfectly aligned with their goals. Tailoring each step of the process to the client’s specific needs ensures not only a smoother experience but also delivers maximum value. At base, the discovery phase is about more than just gathering information; it’s about building the foundation as the customers’ technology partner that ensures the right solutions are in place to drive successful collaboration. 

 

Making Demos Meaningful 

 

Demos play a pivotal role in the customer experience, offering a chance to showcase our tailored solutions and bring our capabilities to life. To ensure users get the most out of it, we prioritize having the right people in attendance and customize each demo to align with the client’s specific requirements. This personalized approach allows us to highlight the most relevant features and functionalities, ensuring the experience is both meaningful and impactful. We also encourage questions and interactive discussions, creating an engaging environment where clients can fully explore how the solution addresses their challenges. At base, demos are more than presentations; they’re an opportunity to demonstrate value, foster understanding, and lay the groundwork for success. 

 

Always Providing Bespoke Solutions 

 

Providing professional services and solutions is a key aspect of how we support our clients at base. Once the discovery phase has uncovered their needs and pain points, we collaborate closely with our sales, software, and engineering teams to ensure a thorough understanding of their requirements. This process includes performing detailed technical and workflow analyses, which serve as the foundation for crafting a highly customized solution. We then share our findings and recommendations through a comprehensive presentation, gathering client feedback to fine-tune the approach further. From there, we execute the solution with precision and care, tailoring every detail to align with the client’s specific goals and KPIs. This collaborative, high-level approach ensures that every solution we provide is not only bespoke but also delivers tangible results for our clients. 

 

Onboarding Tailored to You 

 

Onboarding is where the relationship truly takes shape, and at base, it’s entirely customized to each client. Every organization is different, and it’s essential that we acknowledge those differences from day one. We begin by creating detailed onboarding plans that are shared with the client for feedback and alignment. These plans outline clear steps, timeframes, and deliverables to ensure everyone understands their role in the process. Our aim is to instil confidence by demonstrating a thorough understanding of their needs. By maintaining transparent communication and a clear cadence of actions, we guide all stakeholders through the process, ensuring everyone understands their role in achieving on-time, on-budget success. 

 

Supporting Users Through Training 

 

While the decision to partner with base is often made by senior stakeholders, the success of the solution lies heavily on the end users. They’re the ones who interact with our solutions daily, and their experience shapes the outcomes. To ensure users are empowered, we focus on delivering hands-on, bespoke training. From individual coaching sessions to group workshops, we design training programs that reflect the specific requirements of our clients. These customized sessions arm users with the knowledge and skills they need to maximize the solution, fostering confidence and ensuring the long-term success of the service provided. 

 

Collaboration and Regular Client Touchpoints 

 

One of the ways we ensure an exceptional customer experience is through constant communication. The collaborative relationship between us as a technology partner and our clients relies on regular updates and consistent support. We offer weekly touchpoints to handle immediate concerns and technical priorities, which are especially important for organizations that depend on us as their extended team. Beyond these routine interactions, we host quarterly business reviews, where we evaluate client goals against performance metrics. This structure allows us to adapt to any organizational changes, align on strategic directions, and refine our delivery to ensure ongoing success. These recurring check-ins deepen trust and establish a foundation for long-term partnerships. 

 

A Journey Designed for Success 

 

At base, the customer journey and experience are at the heart of what we do – it’s more than just a process. We deliver a comprehensive approach to empower our clients while providing unmatched support and expertise. The seamless and tailored customer experience ensures we deliver maximum value to clients by addressing their unique needs and pain points in a truly bespoke way. To make this process as smooth and enjoyable as possible, we integrate ourselves as an extension of our clients’ teams, working closely to foster collaboration and alignment. The key to this approach is assigning the right account managers who possess the technical expertise and interpersonal skills to build meaningful relationships with clients. We also prioritize global reach, ensuring clients are supported 24/7 by aligning account managers with their geographic regions for greater accessibility and efficiency. By understanding that every client is different, we tailor our resources and strategies to meet their specific requirements, delivering measurable value while enhancing the overall experience.  

 

Watch this video from Daniel Silverwood, who leads our Customer Success team, to learn how we support our customers. You can also read about specific use cases here.