How Lectra elevates service excellence through customer success

At Lectra, customer success is at the forefront of our strategy, which sets us apart from traditional service models. We take a proactive approach, focusing not only on immediate client needs but also on anticipating future requirements. 

This process enables us to deliver exceptional experiences that exceed client expectations and cultivate deep engagements. 

The journey of adopting new technology can often prove daunting for many organizations. While innovation promises enhanced efficiency and growth, businesses frequently encounter challenges that can obstruct their progress. 

Issues such as unresolved support, unexpected complexities, and a lack of actionable insights can lead to frustration and hinder the overall customer experience.

At Lectra, we understand that empowering businesses requires more than just providing advanced technology. A customer-first approach is essential for ensuring success and maximizing the value of our solutions. 

Our strategy is built on three critical pillars:

• Offering innovative tools: Lectra’s technology-driven approach, incorporating IoT-connected equipment to gather real-time performance data, AI-powered predictive maintenance to forecast equipment failures and reduce downtime, and data-driven customer insights to identify trends and optimize system performance, enables businesses to proactively manage issues for a seamless experience.
• Developing customer-focused processes: Lectra's approach to technology adoption emphasizes ensuring measurable customer success through a proactive escalation process to swiftly resolve issues, turning feedback into actionable enhancements for better alignment with customer needs, and a commitment to continuous improvement based on real-world experiences to guarantee reliability and satisfaction.
• Providing dedicated support: Adopting technology is a journey, not a one-time event, and Lectra provides ongoing support through Solutions experts who offer technical assistance, Field Service Engineers who anticipate site needs for efficiency, and Customer Success Managers who guide customers in their digital transformation and maximize their use of Industry 4.0 solutions.

We recognize that every organization is unique, and by tailoring our approach to meet specific client needs, we enable our customers to harness the full power of our digital solutions, facilitating their growth and success in an increasingly competitive landscape.