Get to know our Head of Customer Success | Ben Benson Breen

Innovation is at the heart of what we do at Sensio, but our commitment to care is what defines us.

Our Customer Success team embodies this approach. Working closely with partners from the outset, they help providers achieve their goals, make the most of system insights, and deliver the best possible outcomes for residents and care teams.

Driving this team is Head of Customer Success, Ben Benson Breen. We caught up with him to learn more about how his team remain responsive, adapting to the unique needs of every customer while staying committed to their long-term success. 

Ben has worked in the care sector for over a decade, initially with his own company, a pop-up Dementia friendly cinema!

What makes Sensio different when it comes to supporting partners and driving their long-term success? 

What I love about working for Sensio is the way we are empowered to treat our customers’ priorities as our own. By getting properly involved at a home level, we learn what drives adoption and where there may be sticking points in a new user’s journey.

We can then take those insights back to our internal development team and make sure the changes customers need are part of the product development process. Owning the whole journey is a dream for a Customer Success team: it leads to more satisfied customers, but it also means the product strengthens over time.

What does great collaboration look like behind the scenes between your team and the rest of the business?

Great collaboration means a lot of work going on behind the scenes. It can be data diving, continual communication, and proactive problem solving. Customer Success has a wide range of responsibilities; we’re a bit like Sensio’s Swiss Army Knife, if that’s allowed in a Norwegian company.

We know that when things go wrong, it is often because of a misunderstanding or a miscommunication. Our role is to smooth the flow of information across the business.

Sometimes that work is visible and sometimes it is unseen, but it is always important.

As the organisation grows and things get busier, how do you keep that same level of care and consistency for every customer?  

A big part of maintaining consistency is spotting indicators of good practice and monitoring how the system is being used, so we can see where support is most needed. That might be as simple as tracking average response times, or as specific as monitoring what percentage of critical alarms receive a digital supervision.

The data was available to us three years ago, but we have now developed a framework that helps us flag where the system is being used well, where it is not, and where we need to step in with support. That makes things far more efficient. But the data only works if you understand the care team’s workflow.

The hands-on, on-site work we were doing three years ago has influenced not just the key metrics we gather, but also how we interpret them.  

------------------------------------------------------------------------------------------------------

If you’d like to learn more about what the implementation process could look like for you organisation, feel free to get in touch to see how we can tailor a solution that truly meets your needs.