By Andre Morton, Customer Success Manager at Wisenet.
After 15 years in the accounting industry, where compliance and reporting are non-negotiable, I’ve become very familiar with the complexities of regulatory requirements like those faced by customers at Wisenet. It’s a complicated space, and it’s been a challenging and rewarding first few months at Wisenet.
I’d like to share what I’ve observed so far, and where I see things going next.
I’ve always aimed to give customers and clients the best possible experience, and over the last ten years it’s clear expectations have changed. It’s no longer enough to provide tools or deliver in a transactional sense. People expect more; more depth, more understanding, and a partner who can work with them as they grow.
To me that means shifting the focus away from reacting to tickets or solving problems as they arise, and instead become a core part of the way people run their businesses. A big part of this is about nurturing relationships in the longer term. Customer Success should anticipate needs and look for ways to simplify the world for our customers so they can focus on running their business without obstacles or distractions.
I think about this in practical terms too. Our customers' legacy systems eventually need to make way for modern solutions, and guiding clients through that transition is as much about trust as it is about technology. Transitioning Artena fully into Wisenet is a perfect example; when people know that they’re working with a team that cares about their success, they can feel confident that they’re receiving the right support.
What excites me then is finding ways to create experiences that clients actually want to talk about, starting with onboarding and continuing through every stage of the relationship. I find that if you can reliably get the basics right, and then look beyond that for practical ways to be more helpful and add more to their system, things start to fall into place for everyone.
It always comes down to making ourselves an essential part of our partners’ businesses through proactive service and support. I want customers to talk highly of what we do, and it starts with us.
What stands out to me is how well-travelled the paths are. No matter where an organisation is on their journey, whether it be legacy software or even an operation still based entirely off spreadsheets, there’s always a clear process we can employ to guide the transition. We have the ability to work with a wide range of clients and still deliver a consistently high outcome.
I’ve also been impressed with the depth of integration Wisenet has with other systems, particularly when it comes to LMS platforms. We have the ability to create a connected environment with SMS, LMS, APIs, and touchpoints all working together. I’ve worked with other SaaS platforms but I’m impressed at how much novelty I’ve found under the hood here.
At the core, though, it’s the people that make the difference. There’s a genuine passion to do more, and I was genuinely surprised at the depth of industry knowledge the team here brings into each interaction as this is rare.
All SaaS solutions face the same challenges when it comes to structure and delivery, but not every SaaS solution chooses to emphasise the same outcomes in their own processes. From where I stand, understanding the operational realities that customers face is just as important as the big-picture strategy, and should inform everything we do.
It’s easy to talk about growth and transformation, but it’s the small, daily processes that make the real difference to people. A customer has a question, they need a clear answer. If they hit a roadblock, they need someone there to help them through it. Those moments are just as important as the larger objectives.
Building an ever-improving Customer Success team has always been central to how I approach leadership. Whether it’s skills, knowledge, or the ability to problem-solve in the moment, my role is to put the right people in place so the team can deliver.
I’m not sure what the future will look like. But I know it will be complex, so I need to keep learning about the best ways to support our customers to get done what they want to get done. When you have a great group of people, you can deliver some great outcomes. That kind of success is contagious.