On October 1st, 2018, the HCL Leap Team rolled out the Client Advocacy Program for the product. The Client Advocacy Program for HCL Leap is a hyper-care approach to customer relationships. By working together with our clients, the HCL Leap technical team builds strong relationships with our clientele. This allows the team to understand the client’s business needs and provides insight into how our clients and their end-users are using the product.
Why are customer relationships important?
The clients and their end-users are the people who help drive the product roadmap. What does that mean? Our clients design applications with HCL Leap with specific business cases and workflows that are designed specifically for their industry. With numerous types of industries using the HCL Leap product, there may be several use cases that businesses need to implement. There are many areas within one business that use HCL Leap for various processes and applications. Each of these applications will have functionality needed for that business and their processes. As developers of the product, these use cases are important for us to know and understand so that we can implement features that come directly from the client’s business cases. This provides direct customer feedback on the direction of the product. With all this information gathered, the roadmap then defines when the features will be implemented.
How does the Client Advocacy Program work?
Each client that accepts participating in the Client Advocacy Program meets with their Advocate. The frequency of these meetings is driven by the customer and are generally held monthly. The Advocate and client discuss the version of the products used, applications being built, and roadblocks standing in the way of completing an application that the HCL team can assist with. They also discuss any upgrade plans or planning around new applications and any features the client would like to see added to the product roadmap. The Advocate focuses on learning about each client’s environment and gains knowledge of the business and processes to fully assist the client in being successful.
What’s in it for you as a client?
As a client, you have direct access to the HCL Leap lab through your advocate. Any issues, roadblocks, or pain points you may have will be addressed. How? Your advocate will bring them to the HCL Leap team’s attention. The team can then begin conversations to resolve any concerns. This could be through a workaround or product enhancement. Being part of the Client Advocacy Program also allows you to get involved by helping to define some of the new features being added to the product. For example, the Leap Team is working on a feature where a user can create an application by importing a Microsoft® Excel spreadsheet. You could be part of designing how the feature will work and assist in defining any styling requirements you would like to see.
Positive Action happens with the Advocate Program!
During an advocacy meeting, one of our long-time customers told us they were looking for another program to use because they did not want to show all their users the ‘Use’ tab within Leap. Having this information, the client advocate could speak with development to request a resolution to the client’s problem. Within two days, the client received a fix, tested it in their QA environment, and implement it into their product environment. The client was thrilled they can continue using HCL Leap and not have to search elsewhere.
How can my company be a part of the Client Advocacy Program?
As an active client of HCL Leap all you need to do is contact HCL Support. They will forward your request the Client Advocacy Manager who will arrange a meeting to introduce you to the program and your advocate.