Enhancing Customer Success: A Unified Approach for Silverchair Platform & ScholarOne Clients
Last November, when the ScholarOne and Silverchair teams merged, it meant that we benefited from many new colleagues joining our existing Customer Success (CSx) team, with a wealth of industry knowledge.
While this was exciting, we knew we needed to bring the two teams together so that our clients could indeed experience a unified approach from us. ScholarOne already had a team of excellent Customer Success Managers, led by Dan Dyer, who are experts in peer review and conference workflows. While on paper, both Silverchair and ScholarOne CSx teams shared similar goals, they operated somewhat differently. Recognizing the overlap in our client base—several of whom use both platforms—it became clear that merging these teams would streamline our operations and improve your experience.
Streamlined Communication & Support
By combining the two teams, we aim to provide a seamless experience for our clients. This integration means that you will have a single point of contact for both ScholarOne and Silverchair platforms, eliminating any confusion about whom to reach out to for support. This unified approach also ensures consistent communication, making it easier for you to navigate “who do I call now?”
Continued Access to Comprehensive Support
As we transition to this new structure, every account is assigned a senior account manager, forming the new CSx team. This team will bring together the best practices from both groups, ensuring you receive top-notch support. While the Customer Success team is evolving, your access to other divisions within Silverchair remains unchanged. You will continue to have access to our Product team, UX team, Client Services, Analytics, Delivery team, etc. Our approach of providing you with a single point of contact (and an internal advocate) who can connect you with the right resources is here to stay.
Our commitment
We are committed to making this transition as smooth as possible and are conducting extensive cross-training to ensure continuity in our support. This transition is not happening overnight and has in fact been in the works for a few months. Many of you will not notice a change, and for those who start working with a new account manager, I can assure you that you’re in great hands. The individuals on this team are truly excellent, have deep knowledge of our industry – and they’re fun! We’re all excited about this new stage for our combined team and look forward to connecting with everyone in this new capacity.
