At Censis Technologies, our commitment to delivering exceptional service and support begins with our talented leadership team. We are excited to introduce our new Vice President of Professional Services, Pronitha Shankarananda, who is passionate about fostering meaningful relationships with our customers. In her new role, Pronitha is dedicated to ensuring that every interaction not only meets but exceeds customer expectations.
Building Meaningful Relationships
What excites Pronitha most about her role at Censis is the opportunity to build genuine connections with our customers. “Every interaction is a chance to understand their needs, challenges, and aspirations,” she explains. From the initial implementation of CensiTrac to the ongoing support that drives peak performance, Pronitha is committed to creating impactful experiences that make our customers feel valued and heard. Her motivation stems from seeing customers satisfied and engaged, reinforcing the importance of our mission to empower their success.
Exciting New Service Offerings
Under Pronitha’s leadership, Censis is rolling out several new service offerings designed to enhance the customer experience with CensiTrac and provide greater value. Here’s what you can look forward to:
- Data Service Bundles: These bundles help clients harness their data effectively, including manual entries of count sheets and data optimization services. This means cleaner data for daily workflows and actionable insights into operational performance.
- Training Bundles: Recognizing the importance of ongoing education, our new training bundles provide comprehensive training tailored to different user roles. This ensures that every customer can maximize the value of our solutions, regardless of their starting point.
- Inventory Optimization Services: Our data analysts work onsite to streamline inventory management, ensuring alignment with tray contents and enhancing container management. This service helps deliver cost reductions and improved operational efficiency.
A Commitment to Customer-Centric Support
Pronitha’s approach to understanding and addressing the unique needs of each customer is rooted in active listening and empathy. “Every customer has a distinct story,” she notes, emphasizing the importance of personalized service. By categorizing customers based on their specific needs, engaging proactively, and maintaining open feedback loops, Pronitha aims to create a culture where every customer feels understood and valued.
Our Customer Support Model
Pronitha believes Censis’s customer support model stands out in the industry for its proactive engagement and comprehensive resources:
- Proactive Engagement: We conduct regular check-ins and health assessments to identify potential issues before they escalate, fostering strong partnerships.
- 24/7 Availability: Recognizing the demanding nature of our clients’ environments, we offer round-the-clock support to ensure that assistance is always available.
- Comprehensive Training Resources: With a robust catalog of on-demand webinars, tailored training programs, and an industry-leading user conference, we empower clients to maximize the use of our products.
Supporting Growth and Success
Censis’s professional services and education initiatives play a vital role in our customers’ growth. During the implementation phase, our team works closely with clients to customize solutions to their workflows, accelerating onboarding and enabling them to realize value quickly. Our comprehensive training programs and measurable outcomes through key performance indicators help clients track their progress and achieve their department goals.
Real-World Impact
One of the most compelling examples of Censis’ commitment to our customers occurred during the recent CrowdStrike incident, which truly demonstrated the dedication of our customer support and DevOps teams. Several of our clients experienced operational disruptions, and as soon as we became aware, our teams immediately mobilized all available resources.
Working tirelessly through the night, we provided real-time support, implemented immediate fixes, and kept our customers informed throughout the process. Pronitha noted, “We knew how critical it was to get our clients back up and running. It wasn’t just about fixing the issue; it was about reassuring them that we were with them every step of the way.” Thanks to these efforts, most of our critical clients were back online within hours. The positive feedback reinforced their trust in Censis, proving that our customer-centric approach can make a significant impact when it matters most. This incident reaffirms our dedication to being a reliable partner, always ready to go above and beyond to ensure our clients' success.
Looking Ahead
As we continue to enhance our services and support model, Pronitha encourages customers to expect a proactive partnership from Censis. “Your success is our priority,” she says. We are continuously investing in our services, support, and educational resources to ensure that our customers have the tools and knowledge necessary to thrive.
To keep our customers engaged and satisfied, we plan to implement regular check-ins, establish customer advisory boards, and offer educational webinars and resources. By celebrating customer success stories and highlighting case studies, we aim to inspire and empower our community.
Pronitha’s approach to customer excellence is driven by a commitment to building lasting partnerships that empower SPDs to achieve their goals. At Censis, we are excited to support our customers on their journey, ensuring that every interaction reflects our dedication to their success.
