Meet Team Lead, Mads Jensen
Care adds a little bit of value everywhere
The Care department ensures support and customer satisfaction. Mads and Rasmus are talking about communication and the service they provide. Maintaining relationships with customers requires understanding, meeting their unique needs, and staying updated with new technology.
Transition to the Care department
Reflections on the evolving challenges of the digital era
DynamicWeb Care Director, Rasmus Damgaard, describes Mads as a highly regarded team member known for his exceptional customer-centric approach. “His dedication to customer satisfaction is evident in his efforts to go the extra mile," Rasmus says.
Interestingly, Mads shifted to the Care department, drawn to direct customer interactions over a different role he was considered for. Now, he mainly focuses on supporting existing customers, doing less custom development work. "What changed in my tasks? I do a lot less work on specifications in custom development. All I work on is supporting existing customers." Mads explains.
Before joining DynamicWeb, Mads worked as a Project Manager and Team Lead for 17 years. "I’ve been in the internet business since the Wild West Days of websites", he smiles.
When asked about the challenges he faces in the current digital era, Mads is quick to acknowledge the shifting tides. "In the past, things seemed simpler. Now, it's fascinating to witness the sheer power of our software and the complexity it entails."
Putting the customer first
Exceptional customer-centric approach
We asked Mads what his everyday tasks in Care are. "I handle requests from our customers," he explains.
Customers have endless options nowadays. What sets a business apart is the experience it provides. "I’ve always believed in putting the customer first. It's not just about meeting their expectations but exceeding them,” Mads says. "If it’s an inquiry I can’t answer personally, I find a person who can estimate what needs to be done and review what has been implemented", he says.
Rasmus believes, that if a customer feels valued and heard, they're more likely to stay loyal. "It's not just about the transaction," he says. "They appreciate Mads not just for his professional competence but also for the genuine and friendly way he engages with them,” Rasmus continues.
Relationship between the support team and customers
Rasmus highlights department focus
The Care department keeps a positive and collaborative relationship between the support team and customers. We asked DynamicWeb Care Director, Rasmus to tell us more about Care’s focus and goals. “We strive to deliver unparalleled support and satisfaction,” Rasmus says. “Our standard is characterized by a customer-centric approach, where the focus is on understanding and meeting the unique needs of each customer,” he continues.
Team dynamics are essential for success, so we asked Rasmus about his department. “Everyone here has strong communication skills, prompt responsiveness, and a deep technical knowledge. We aim to deliver a service that goes beyond issue resolution, actively engaging in proactive problem-solving and preventive measures,” Rasmus answers proudly.
“Our support emphasizes continuous improvement, staying abreast of technological advancements, and fostering strong relationships,” Rasmus says.
eCommerce, CMS, PIM
Bjoernholms Allé 30, 8260 Viby J, Denmark