I can still recall my first meeting with Railnova’s CEO, Christian Sprauer, like it was yesterday. Because, while talking to Christian, I quickly realised that Railnova wanted to provide precisely the same customer experience to their clients that I had always wanted to implement (but wasn’t able to at my previous jobs). I once read that
the quality of a company can be measured by the place customer support has in its organisation,
and it immediately became very clear to me, that customer support was not just a cost center for Railnova, but that it was at the very center of their product development.
Before joining Railnova as customer support manager, I had already been working as director of customer support for a medium sized company for the last 11 years. During that period I oversaw global teams and met with global customers, ensuring that they were satisfied with the company’s services.
When I started looking for my next professional challenge, at some point, I had to choose between a similar role in a similar company, or a more challenging position, where I’d be required to think more strategically and to shape the customer support processes in a business that was entirely new to me and a lot more technical than I was used to… (Challenge accepted of course!)
Railnova’s recipe for customer support success was clear to me from the very start: we are close to our customers, our customer support is personal and easy, and everyone in the company is involved.