Visix has overhauled their professional services offering to better support digital signage clients by consolidating multiple teams under one manager, revamping the client onboarding process, streamlining client contacts and improving internal systems.
Jill Perardi, formerly creative services manager for Visix, has been named director of professional services.
The position combines creative services, implementation, consulting, training, user support and technical support under one chief. Perardi graduated from Southern Illinois University with a Bachelor of Science in Communications, has been with the company since February 2012, and has over 20 years of experience in marketing and customer service.
“We’re a team dedicated to improving the client experience,” says Perardi. “That may sound basic, but it’s all too common for companies to fall into the silo trap. A client could end up talking to four or five different people depending on their needs, which can lead to repetition, lack of a coherent approach and frustration. After all, our goal is to help our clients communicate better, so we should also be better at communicating.”
Everyone who purchases the company’s AxisTV software and MeetingMinder™ room signs is now partnered with a client success manager who acts as their primary contact and manages all phases of onboarding, implementation, product adoption and relationship management. Software specialists, consultants and the creative team all work in partnership with the client success manager to meet client goals and timelines in a comprehensive and holistic manner.
Software user support and technical support issues are no longer routed to separate departments, but are handled by the same team in order to provide a more cohesive customer experience. Perardi says, “We work with both IT and communications professionals, who come from very different viewpoints and have different needs. However, the client organization is our team’s focus, so whether someone needs help getting a player on their network or figuring out how to use widget in the software, we’re here to help in as efficient a way as possible.”