Luc Mader, the founder of luckycloud, is sitting in front of a tablet on a sofa.

Service for cloud solutions: Focus on the customer's needs

Good service pays off - this is also or especially true in difficult times, when the economy is facing numerous challenges due to the Corona pandemic. Only those who convince their customers with a well thought-out product and the right service can survive on the market in the long term. We talked to Luc Mader, founder and CEO of luckycloud, about what constitutes good service for him and why there is great potential here.

luckycloud is the test winner of the German Service Award 2021 in the category "Internet & Cloud - Service by phone and e-mail". Why is the topic of service so important, especially for cloud providers?

Luc Mader: We are convinced that, in addition to the functional maturity, intuitive usability of a cloud solution and high security standards, service quality and accessibility are also decisive criteria for companies when selecting a provider. Personal contact with users is often lost in today's digital world. We experience time and again that especially customers from medium-sized businesses do not feel adequately advised by large cloud providers and hardly get individual support when it is needed.

What does the support at luckycloud look like in concrete terms?

Luc Mader: For us, the focus is always on the customer's wishes. This applies to the uncompromising security of the data just as it does to the service. For us, personal support for our customers and direct, customer-oriented advice are part of our solution. Therefore, we also invest a lot of time in the satisfaction of our customers in the support area. Time and again it happens that companies don't even know what they're actually looking for when researching a cloud provider. If we can find out where there is a real need and provide targeted advice based on our expertise, the customer will find exactly the solution that fits their challenges. The jury of experts from the German Institute for Service Quality concluded that our competent employees shine with their confident advice and provide callers with correct, complete and structured information. We are proud that we can convince with our dedicated service.

What is the potential in the area of service?

Luc Mader: Our support staff are characterized by particularly high levels of knowledge and expertise and provide our customers with sustainable and holistic support. Many companies outsource support to call centers. This often results in poor marks in the area of service. In order to offer our customers the best service quality, it is above all important to listen, to understand processes and to create as much freedom as possible for development - for our developers as well as for our customers. A personal exchange with the customer always gives us the chance to take up feedback directly. Through close cooperation with our customers, we always create new added value. Often, it is precisely here that ideas for successful innovations emerge that are optimally tailored to the customer.

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