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Customer Success

Support Overview

Entomo offers best practice consulting, implementation, and on-going premium and technical support to ensure every customer's channel management success. Regardless of your size or specific situation, we've got a support package for you.

We support you in 3 discrete ways:

  1. Channel Management Best Practice Consulting
    Channel process designs, workflows and best practice approaches.
  2. Implementation / Ramp Up Support
    On-ramp your channel processes to the Entomo SmartHub® platform. Agile and rapid execution to "go live."
  3. Premium Managed Services
    Resource-intensive channel operations managed by our team of experienced Channel Analysts.

Professional support and services are key to successful implementation and deployment of Entomo's channel management solutions. Importantly, we also provide US-based Premium Services as an extension your channel operations team. We also provide technical support for the Entomo SmartHub®.

All customers receive these support services as part of their comprehensive Entomo channel management solution.

 

Entomo's Channel Management Services

Each customer is assigned a dedicated team of analysts to implement and provide on-going support. The team contains a Project Manager, Implementation Consultants, a Lead Channel Operations Analyst, Channel Operations Analysts and Backup Analysts.

Project Manager
Project managers ensure the implementation phase is defined, scheduled and managed for success. The project manager coordinates with existing customer success and implementation teams to ensure the schedule and assigned activities are completed on time and with respect to the agreed upon project plan.

Implementation Consultants
Implementation consultants have extensive industry knowledge and SmartHub® experience. They are invaluable to the implementation process. They consult with a new customers to understand their business process/workflow and apply that to the implementation of SmartHub®. They configure the system to best accommodate your data and reporting needs in combination with streamlining the ongoing support processes. They also assist in implementing new modules for existing clients.

Lead Channel Operations Analyst
The Lead Channel Operations Analyst is an advocate for the customer as well as their outsourced operational resource. Lead Analysts are part of the implementation team and then transitions into an operational and support role after go-live. The Lead Analyst manages the analysis and reporting of data going through the Entomo SmartHub® and proactively verifies and reviews that data on an ongoing basis. The Lead Analyst owns all aspects of account management that include understanding each customer's specific channel management operational processes and further driving automation, process efficiency and Entomo system utilization to meet and exceed business goals.

Channel Operations Analysts
Channel Operations Analyst serves as the primary day-to-day contact with your team. In addition to being the technical lead, they are also responsible for:

  • Customer communication
  • Customer satisfaction
  • Action items
  • Escalation of unresolved issues

Backup Analysts
The Lead Channel Analyst is backed up by a team of other Channel Analysts who are cross-trained in the your business processes. This integrated support model provides seamless support for any customer issue.

“Entomo has very strong dedicated implementation and support teams; this was another key reason we went with them.”    

- Bob Harrah, Program Manager, Sales Operations, TriQuint Semiconductor (now Qorvo)

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