The team at JCurve Solutions (ASX: JCS) is passionate about helping customers become more successful. They believe that the right technology, tools, and talented people are key to achieving greater success. Whether you’re a current JCS customer – or perhaps a future one – get to know the team that's here to support your success.This month, I sat down with JCS Customer Support Manager, Arnaud Picard to understand what it means to provide the best customer experience. Watch the video or read the transcript below to find out Arnaud’s thoughts on company culture, values, and becoming more successful.
Watch the video interview or read on below.
Read the full transcript below of the interview with JCS Customer Support Manager, Arnaud Picard.
Arnaud, your position description is Customer Support Manager, but how would you describe what you do in your role?
I'm the Customer Support Manager at JCurve Solutions, and my role basically is to work on the initiative and the strategies to improve the customer satisfaction, the efficiency, the quality of the service, the staff engagement as well, and ultimately, to provide the best customer experience.
You've worked at JCS for one year now. What do you enjoy most about working here at JCS?
I enjoy the most the people here. The people are really, really important to me when I'm working for an organisation, and I can say that at JCurve Solutions, working as part of a team of really dedicated people is something really rewarding for me, and working as well along with an executive team that support me in my initiative to improve the customer experience is great.
How would you describe the culture at JCS?
I would say that the culture at JCurve Solutions is the cornerstone. So we have a here three core values: act as one, living above the line, and make it happen, and this is really something at the heart of everything we do here. So that's the pillars of the culture.
And which of those JCS values resonates with you most, and why?
Interestingly, we actually have a three core values, but we also have six secondary values. For me, one of those secondary values, customer first, is the most important because of my role and because I'm here to provide the best experience to our customers. So the question of the customer-centricity is really, really important.
How has JCS grown, as a company, in the time that you've been here?
I have seen JCurve Solutions expand significantly in Asia, and that's something that I've actually experienced. When I joined JCurve Solutions one year ago, we were only providing support to customers based in Australia and New Zealand. A few months later, and it's completely exciting for me, the company is now additionally providing support to customers based in Asia.
How have you grown in the time that you've been here?
I think it's working with a lot of different customers, from very small businesses with two to three different people in the organisation, to medium-sized businesses, or even a very large organisation. It's helped me to better understand the needs and the specific expectations of each customer.
What's the most out-of-the-ordinary challenge you've experienced here?
Ultimately for me, my role exists to provide the best experience possible and to please our all our customers. Now, this is something that can become sometimes a little bit tricky, especially if you receive a lot of requests at the same time. In this situation, you really need to prioritise the different requests. You need to make sure that you continue to inform (almost in real-time) your customer, to make sure that they know exactly what's happening.
What's the most rewarding thing you've been able to do in your current role?
I would say working on a project in order to increase response rates and collate more feedback from customers - by changing completely the way we are collecting the feedback via survey - has been something very rewarding. Receiving more feedback from customers and then being able to work on a specific plan to fill the gap has been something major for me.
What's your favourite feature of NetSuite?
I'm really focused on data. Data is extremely important in my role to better understand our customers and their needs. I would say that the SuiteAnalytics Workbook feature with all the reporting and all the dashboards that are provided to businesses, to be able to have a look in real time at the status and understand the business situation, is great.
What's one thing you've learned from working at JCS that you wouldn't have learned anywhere else?
I think that's all around - it's all about the culture, and if you have the right culture and the right people, there is nothing you cannot achieve.
And how has working at JCS helped you become more successful?
I think that the fact of being empowered, the fact of working with a team of dedicated people who really want to achieve the best outcomes for our customers, has helped me, of course, to reach my own goals and expectations.
Lastly, what's one thing you most want to achieve in the future?
Ultimately, I would like to please all my customers, but it's also about providing the best experience possible to all of them. So, for me, it would be to transform every single customer into brand advocates, in order to make sure that JCurve Solutions is well-known for the experience provided to all customers - not only in Australia or in New Zealand, but also in Asia. And maybe in the future, all around the world.
Together, we're all more successful, and JCurve Solutions (ASX: JCS) is the cloud solution provider that's helping businesses across Australia, New Zealand, and the Asia-Pacific region to achieve greater success.
JCS is NetSuite's #1 partner globally by number of customers, and is delivering the cloud technology, tools, and talented people that create the recipe for business success.
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