Formalized Customer Engagement Program Offers Dedicated Customer Advocates and Legal Operations Learning Opportunities
Onit, a leading provider of enterprise workflow solutions, including enterprise legal management, contract lifecycle management and business process automation, launched OnitCX. The proactive and collaborative program is led by Paige Edwards, Onit’s newly appointed director of customer experience, and David Sankar, Onit’s managing director of customer success. The OnitCX program focuses on ensuring customer success, capturing customer influence for product strategy and fostering connections within the legal operations community.
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“The core of OnitCX is simple: Customer success is our success. It’s a belief deeply integrated into the culture of Onit since the day we opened our doors. We go beyond product implementation to understand corporate legal departments’ vision and goals. Ultimately, we work hard to help them improve processes, create smarter operations and build better businesses,” said Eric M. Elfman, CEO and co-founder of Onit.
Onit Customer Success
Corporate legal departments have won numerous industry awards for their vision and implementation of Onit technologies, including the Association of Corporate Counsel (ACC) Value Champions Awards, the Transatlantic Legal Awards and Buying Legal Council Legal Procurement Awards. Most recently, Pearson PLC, a global learning company, won the ACC Value Champions Award and two other industry awards for its shared service center powered by Onit Contract Lifecycle Management. The system supported more than 10,000 users worldwide and resulted in a 30% improved contract turnaround time.
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OnitCX
OnitCX strengthens the company’s commitment to customer success through a structured program of collaboration, communication and connections. Onit created each program component to invite and address customer feedback. Each Onit customer is paired with OnitCX advocates who help the customer excel during all phases of their Onit experience from implementations, go-lives, maintenance, new projects and beyond. In addition to the OnitCX customer advocates that include account managers and customer success managers, the program offers customers a dedicated platform to contribute to product development, including regular customer roundtables with Onit executives, product steering committees, customer advisory boards and beta testing groups.
Through the OnitCX network of customers and exclusive customer events, legal operations professionals can quickly connect and share best practices on everything from technology to enterprisewide collaboration to privacy regulations. OnitCX also regularly hosts small group customer meetings around topics such as EMEA business challenges, workflows and internationalization.
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