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 jedwards@procedesoftware.com or call (858) 450-4877.