Procede Software’s Customer Success team has been out on the road continuing to strengthen our relationships with our customers. Led by Jason Edwards, our Customer Success Manager, the objective of the Customer Success team is to proactively reach out to dealership customers to gather actionable insights on challenges they are facing and how we can address those challenges. With over 15 years of industry experience, Edwards is well equipped to lead a team of Procede experts that work in tandem to drive the department’s initiatives.
“When our customers succeed, we succeed” said Larry Kettler, CEO at Procede Software. “When we established the Customer Success team, our goal was to better understand our dealership customers’ requirements and help them get the most out of their investment in Excede.” Kettler continued, “We seek to help our customers gain efficiencies in their dealership, increase revenues and achieve operational excellence by developing best practices in using Excede. That’s why we’re excited to have an experienced, customer-centric manager leading this charge.”
The Customer Success team’s work has involved connecting with dealer staff members at the executive and managerial levels to gather feedback on how we can improve our ability to serve our customers. They’ve also made it a priority to visit dealerships with varying experience levels with Excede. Together, they have had on-site visits or remote consultations with 29 customers across 20 states and all major OEMs.
“Conducting proactive engagements with our customers through on-site visits and other mediums has already helped us identify trends and common themes,” Edwards stated. “This allows our company to better understand where we are successful and more importantly, where we need to put our focus to improve the customer experience.”
As we continue to commit to customer success, we also recently announced the appointment of Deanna Cocco, a 16-year industry veteran, to Chief Customer Officer (CCO). This promotion ties into our overall mission to ensure our customers are successful running their dealerships on Excede. In her new role, Cocco oversees not only the Customer Success team, but our Support, Professional Services, Implementation, and Education & Training teams as well, ensuring customers’ expectations and goals are met through every step of their journey. Additionally, she will focus on improving our customer-centric environment, including strategizing the Customer Success team’s future initiatives.
To learn more about the Customer Success team and what they can do for your dealership, please contact our Customer Success Manager, Jason Edwards at firstname.lastname@example.org or call (858) 450-4877.