With a growing client base of unique companies across the world investing in Rapport3, the need for a dedicated Customer Experience Team became warranted to guarantee every client a superb service. The two main faces of the Customer Experience Team are Danielle Cahill and Liam Booth, both who clients will often have had contact with in the process of migrating to Rapport3.

Danielle, as a qualified accountant, has spent four years working in financial services and project management, so has a broad grasp of the processes companies use that require Rapport3. Previously having worked at Purcell and Louise Bradley, both of which use Rapport3 management tools, she has been involved in the implementation of Rapport3 from a client's perspective, giving her a real understanding of the issues that can occur.

Liam has been working within the Customer Support Team for over 4 years now, so has a deeper understanding of the complexities of the Rapport3 software. Having operated behind the scenes dealing with specific customer support queries, such as migration from previous systems, integration modules and training, Liam is the ideal candidate for explaining how Rapport3's many capabilities can be utilised to improve business processes.

With 10 years' experience between them, they offer a comprehensive base of knowledge and advice to keep current Rapport3 customers informed and advised on making the most of their project management system.

The main focus for the Customer Experience Team is to ensure that all current Rapport3 clients feel supported and comfortable using the software, and have regular opportunities to ask questions, query updates and get bespoke advice on which Rapport3 features could be utilised better for their business processes. This is achieved by organising regular face-to-face (when possible) meetings with each client to discuss how they are getting on with Rapport3. Through these discussions, there are multiple positive results, including:

• Simple issues being resolved easily through face-to-face explanations and Rapport3 run-throughs
• Training being organised with the support staff on specific parts of Rapport3
• Practical and bespoke advice given using real life examples
• Discussions on the best processes for the company's specific way of working
• The opportunity for clients to highlight issues or problems that have occurred
• Running through new updates to the Rapport3 software that clients may not be aware of
• Recommendations from the client on any capabilities they would like to see added to the Rapport3 system

Through conversations and themes brought up in Customer Experience meetings, there are new updates and adjustments coming to Rapport3, including enhanced HR functionality and new report features. Filter options have been revised and WIP reports have been expanded, already proving beneficial to a range of clients.

Monthly webinars have been organised exclusively for clients, giving insights into detailed aspects of the Rapport3 system, including Quality Assurance, Project Analysis Panels and Power Bi. These have been very popular and have had great feedback so far.

Rapport3 Focus Groups have been a real success, bringing together clients to discuss how Rapport3 has benefited their business, and sharing their experiences. Presentations are held to go through exciting updates and Rapport3 news, whilst the post-event drinks are fantastic AEC (architecture, engineering and construction) networking opportunities for all our customers.

Focusing on a flexible and accommodating service, the Customer Experience Team don't just tick the box. They go the extra mile to give each and every client the support and inspiration they need to streamline their business processes at an optimum level using Rapport3. From organising extra meetings with other Rapport3 experts and scheduling personalised training sessions, to sending out monthly Rapport3 hints and tips, the team will always find the ideal solution to resolve any issues and to improve clients' Rapport3 experience.