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  3. How DotActiv Ensures Customer Success

How DotActiv Ensures Customer Success

This article explains some of the products and services that DotActiv offers to ensure your category management success. We also explain how we ensure you success after purchasing the Activ8 software.

Applicable Products: DotActiv Lite, DotActiv Pro, DotActiv Enterprise,
Activ8

DotActiv Academy

The DotActiv Academy is our learning platform which is available to our DotActiv Lite, Pro and Enterprise users as well as the general public. With the DotActiv Academy, anyone can learn the theory and implementation of Category Management.

There is no cost to join the DotActiv Academy. You also do not need to purchase our software to access it.

The course material provides you with theory and software training in the form of online videos and downloadable course material, to ensure complete user confidence when using the DotActiv software.

Users can also certify their newly gained knowledge.

We’ve also redesigned the DotActiv Academy to be less of a learning platform and more a of community with learning at it’s core. The new DotActiv Academy has social features such as forms, a live newsfeed and the option to connect to live-minded retail professionals.

Learn more about the DotActiv Academy here.

One-on-One Training

DotActiv Software

Live one-on-one training is designed to supplement the base learning which is done in the DotActiv Academy. We do it this way so that we are able to customise your training experience and ensure that you and your team are set up for success.

We feel obligated to ensure that critical outstanding questions and/or unique account-specific guidance are provided.

Register for live one-on-one training here.

Activ8 Software

DotActiv offers two free live, online one-on-one training sessions with the main user or a dedicated person in your business. DotActiv will train this person to be fully confident when using the Activ8 software so that they can provide training to the rest of your team.

These training sessions can take place via Google Hangouts, Skype or Zoom.

PowerBase

Knowledge is power. We created the PowerBase to share knowledge with the world so that anyone who is inspired to do great work with DotActiv’s products and services is empowered to do so without any holdups.

The PowerBase is the official DotActiv knowledgebase where you can search for quick answers to specific questions you have about how to make the most of DotActiv’s products and services.

You can also search the PowerBase for quick answers about the Activ8 software.

Customer Success Consultant

DotActiv Software

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experience.

Knowing this, we train up our customer success consultants to be able to receive, analyse and manage customer support cases, and provide meaningful solutions to ensure the success of our clients.

As a client, you can expect to receive knowledgeable support from an empathetic customer success consultant who can provide you with remote support, scheduled training, troubleshooting, and advice where needed.

If you need to contact one of our customer success consultants, please log a support ticket.

24-Hour Support

DotActiv Software

If you can’t find the answer you are looking for on the PowerBase or you have encountered an error our support team is available to help you 24 hours a day, from Monday (01:00 AM) to Friday (23:59 PM) South African time (GMT+2).

Learn more about our customer support here.

Activ8 Software

If you can’t find the answer you are looking for on the PowerBase or you have encountered an error, you can contact our support team.

Learn how to log a support ticket in Activ8 here.

When you purchase the Activ8 software, we will assist you with the initial set-up of your Activ8 profile as well as provide you with one-on-one training sessions.

The one-on-one training sessions will be limited to five sessions and take place via Google Hangouts, Skype or Zoom.

Category Management Inspiration

DotActiv also offers a range of resources in the form of blogs and free ebooks and guides.

Visit DotActiv’s Category Management blog here.

Visit DotActiv’s Resources page here to download Ebooks and Guides.

Allocated Account Advisor

When you sign up as a software customer with DotActiv, you will have guidance at every step of the way. A dedicated Account Advisor will be assigned to you who will be your voice within DotActiv and support your users through onboarding, data integration (DotActiv Professional and Enterprise) early usage, and mature usage stages.  

Your Account Advisor will provide you with advice and ensure that you have everything you might need to be successful in your category management implementation. Your Account Advisor will assist you to identify opportunities that can help your business improve and grow. 

Monthly meetings, as well as quarterly reviews, will be hosted by your Account Advisor to make sure that you are using your DotActiv software to its full capabilities and discuss any known issues and solutions. 

Category Management Services

DotActiv offers a range of additional category management services to support category managers, buyers, and marketing departments reach their goals.

Our services include the allocation of dedicated DotActiv consultants to fulfill functions such as planogram generation, assortment planning, clustering, and floor planning.

Learn more about our category management services here

Retail Advisory Consulting

DotActiv also offers clients access to expert retail advisory consulting and advice. This is an additional service and is quoted for separately.

We can break our retail advisory consulting into two separate parts:

1. Expect Advice When You Need It

If you need advice on your chosen category strategies as well as how to executive them in-store, we provide you with consultants who can assist you with this. We can also assist you in choosing the strategies to match the roles you want to follow for each category.

2. Crystalise Your Category Management Vision

If you want to create or crystalise your short, medium, and long-term category management vision, we can provide you with a comprehensive category management best practices benchmark evaluation.

Learn more about our advisory consulting here.

Software Testing Committee

The importance of software testing and quality assurance is of high value in the software development cycle. It reduces maintenance costs and provides better usability and enhanced functionality.

DotActiv has an internal software testing committee that tests both the DotActiv and Activ8 software on a regular basis to ensure a great user experience.

Regular internal testing ensures superior quality software, which translates into products that add more value to the customer.

Updated on February 25, 2021

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