Over the last couple of months, FusePump’s Feed Management department has been restructured to support our clients more effectively.
The Client Services team has been split out into two teams: Client Success and Client Support. This will give more strategic and proactive support to clients, as well as greater ability to react to day-to-day issues.
After some turnover in the Client Services team over the last year or so, we have some fresh faces and an excellent group of dedicated staff – supported by our expert tech and QA teams. We have also been reflecting on what clients need from their feed providers, and how this has evolved in the last few years. This new structure is part of our efforts to continually review what we do in order to give clients the service they deserve.
All of our clients covered by both a Client Success Manager and a Client Support Manager from the start of June 2017. As well as this, we are conducting a review of all of our Development processes to better suit our clients’ needs and timelines. We are also introducing a more tailored approach to reporting on feed quality and optimisations, and are looking forward to continually growing and improving our service.
We have already made the transition with many of our clients, who are feeling the benefits of the new support structure.
“We’ve really noticed the step change in the FusePump team. We are now getting more attention than before and it’s been great to see how engaged the team has become. They are extremely proactive and are continually suggesting ways in which our feed performance can be improved. The team has become faster at responding to queries which means we are able to make changes and improve performance at quicker rate.”
Carly Hunt, Digital Marketing Manager, Pandora
We are delighted to announce that Kathryn Whiteley will be taking a newly created role as head of both teams.
“I am really excited to be appointed to this position, and to have been given the freedom make real changes in the department to serve our clients more effectively. I have a great team around me, and clients can expect an even more proactive and responsive service. This is a really exciting time to be involved with FusePump and I am looking forward to working more closely with our clients and partners to show them what we can do.”
Kathryn Whiteley, Head of Client Success, FusePump
Here’s a bit more detail on what to expect from FusePump’s client-facing teams:
Client success: high-level strategic support
The Client Success Managers will be completely dedicated to meeting the strategic needs of clients:
- Providing proactive advice;
- Delivering information on new developments in the industry; and
- Giving more high-level strategic analysis and support.
To do this, Client Success Managers will aim to see (and speak to) clients more often, and keep listening to their thoughts on how we can provide better feeds and better service. Over the last few months the team have also built broader and deeper relationships with industry partners to keep our clients ahead of the game.
Client support: day-to-day reactivity
The new structure also gives a renewed emphasis on reactivity to day-to-day issues and providing a quick response. Previously FusePump’s Account Managers dealt with support and technical requests, as well as spending time working with clients. Any requests or issues will now be processed by directly by a dedicated Client Support Manager. We have introduced a new system so that our Client Support Managers, also experts in data feeds, will be able to process and resolve requests even more efficiently (if necessary, alongside our in-house developers and QA team). We think this reflects the evolution of client requirements from a feed provider, and will give our clients an even better, quicker service.