Our business philosophy is based on a customer-centric approach. Thanks to our Client Advocacy Program, customers can have a direct point of contact for UrbanCode products, enabling them to create a strategic relationship with our technical, management, and executive leaders.
The customer’s role is to share with the Client Advocate (CA) business needs and strategies, communicate to the CA expectations and product experience, and share issues, requirements, and best practices.
CAs do not replace the official channel of support but they can be a fast path inside the Lab organization.
The CA’s role is to facilitate the flow of information between customers and the UrbanCode technical team. By having regular interactions with the customer, CAs become aware of the customer environment. They learn of any issues or requirements, as well as understand customer business goals and strategies.
The Advocacy Program is a FREE service. This means that it does not replace standard support, lab service engagements, or other paid services.
We, as the Client Advocates, don’t resolve PMRs or Cases, but we know the customer environment, so we can help the customer support team to speed up the solution. We have one on one interaction with Product Managers and can help champion customer requests for enhancements (RFE’s)
We host approximately 4 face to face customer engagement events per year.