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So, the interest of having an accompaniment
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for a Saas use is, to begin with, proximity:
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Having someone to talk to, someone to ask.
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This is always a plus and in some cases,
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it is even necessary.
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I can give a very concrete example:
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My computer was changed,
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I do not have my password
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and I do not even know what e-mail was used,
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since we use a lot of e-mails.
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So what do we do?
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We call the person who handles the account, saying:
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"Here, I am so and so, my account does not work."
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And the person unlocks the situation in five minutes.
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If no one is in front, it will take much more time
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to test all possible e-mails.
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SaaS accompaniment also allows you
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to be advised on novelties, new technologies.
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For example about video, the new formats of videos,
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how to know what to use, what format to use,
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what parameters to use
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for your videos to work better and faster.
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The audiovisual department can give you any type of video,
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but as the person who puts it online,
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you may not know, what the ideal format is.
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The person in front is a time saver. A great time saver.
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And for a company, time is money.
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So, without accompaniment,
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it would have been more complicated to set up,
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it would have been more complicated to find the right format,
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to find the right balance in the use of the tool.
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Everything becomes much slower with no one to talk to.
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There is also a thing, an important aspect
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about accompaniment: it reassures.
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It actually reassures the person;
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it reassures the newcomers,
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it comforts when handling new formats or tools,
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it reassures when an update is released.
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You never know what could happen.
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An update is put in place, there is something wrong...
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who will you ask?
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You're never sure to ask the right question by e-mail,
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because writing is not the same as speaking.
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So there is this aspect: to save time and to comfort..
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We are a large company with thousands of employees,
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dozens and dozens of contributors scattered around the world.
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Without having someone to talk to...
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if something happens in the US, the person calls me,
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"we have a problem.".
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What to do? Send an email and wait?
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That is simply impossible.
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It must be resolved right away,
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or at least there needs to be someone working on it right away.
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So we have phone numbers,
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we have a contact that we call directly,
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and he tries to solve the problem immediately.
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The advantage of an account manager
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is also that this person is in relation with us on a daily basis.
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So any problem we face or any question we have
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is raised to the supplier, which enables him
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to improve the tool with respect to use.
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So there is a direct impact on the updates.
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This is important too.