
These days, no business – B2C nor B2B – gets very far without prioritising its customers, placing them at the centre of everything they do. (In fact, 85% of B2B buyers have stated that the experience a company provides is as important as its products or services.)
When it comes to B2B software, robust and reliable solutions tailored to the customer’s unique needs are vital – and this is not possible to deliver without a customer-centric focus.
In this article, we’ll discuss the customer-centric principles upon which Zafire is built.
Understanding the Customer’s Challenges
At the core of a customer-centric business is a true understanding of the customers’ challenges, and this begins with having deep industry expertise.
In our case, when it comes to aviation, there are a huge variety of challenges, from baggage handling inefficiencies to compliance issues to communication breakdowns.
We have invested in some of the best minds in the industry – people with passion, that have vast experience implementing large-scale IT solutions and business transformation projects. These individuals are vital in helping us deliver great experiences and software for our customers.
Proactively Gathering Customer Feedback
Ultimately, we believe we can best serve our customers not by making assumptions – but by listening and working together closely.
Of course, gathering regular feedback is key here, helping us establish how well we’re serving our customers, discover what needs improvement, gain new feature suggestions, and so on. We achieve this through our feedback forum and continuous development programmes.
The Technology Itself
It’s essential to provide future-proof software that helps customers face evolving challenges. Here’s how we achieve that.
Cloud Based Software
Today’s global operations require high-performing solutions that enable users to access information instantly, no matter where they’re located. As such, all of our solutions are cloud based, which also:
- Provides a single source of truth across the business
- Enables the most efficient collaboration
- Enables real-time data sharing, supporting timely, data-driven decision-making
- Removes the need to invest in costly on-premise infrastructure.
Our People
A significant number of our team are engaged in product strategy and software development. As mentioned, these highly experienced staff bring invaluable knowledge to the table, with more than 100 years’ collective development experience. This ensures we can deliver secure, effective solutions that meet our customers’ requirements.
Getting it Right First Time
We have a culture of ‘right first time’ when it comes to development. This minimises the need for reworks, keeping unplanned costs to a minimum.
Distributive Web Computing
To maximise performance, our solutions leverage distributive web computing. Using the power of multiple resources improves the handling of large volumes of data and the complex processing involved. It also improves scalability, while distributing tasks across different systems improves reliability; if an error occurs on one server, another can take over seamlessly.
User Experience
A poor UI and overall experience discourages users from deriving the full benefits of a solution. That’s why we make sure ours are always intuitive, easy to navigate, and require minimal training to get started.
Quality Management
We have a dedicated Quality Team that ensures compliance with international standards including ISO 9001:2008. This standard in particular is about providing products that meet customer and regulatory requirements; it also focuses on customer satisfaction via continuous improvement, among other means.
Proactive Communication
We consider ourselves as more than service providers. We are a partner in our customers’ success, so we prioritise developing a solid relationship with each of them. Proactive communication is key, and we keep everyone informed through regular updates and maintaining open lines of communication – and again, our feedback forums are a standard part of what we offer.
What’s more, B2B tech products are usually complex and evolve on a regular basis. As such, effective communication ensures our customers are well-informed and confident in their use of the software as we add new functionality.
24/7 Support
The industries we serve are not restricted to typical working hours, and we understand the urgent nature of certain requests. For that reason, our community has access to support 24/7.
What’s more, the less time our customers spend managing such requests, the more they can focus on their core business activities – and that is our priority.
Our support service provides the option to easily track support history and attach documentation for more effective resolutions. Users can also log project requirements and communications there.
Case Study: Unisys
With Unisys Australia Pty Limited, we implemented FIRST bag, our baggage handling and reconciliation software. It was deployed in eight international airports within Australia and 40 airlines signed up to use it.
What’s more, we had to transition from Unisys’ existing BRS software to our platform. This meant both systems had to operate alongside each other as we progressively implemented FIRST bag – without disrupting operations.
“The support from Zafire in the implementation process has been well beyond that which we normally experience from suppliers. The persistent, single minded determination of the Zafire team to ensure the success of the FIRST bag implementation has been remarkable.”
As well as the above, Jon Lilley, Engagement Manager, stated in a letter of commendation that the company chose to work with us due to perceptions of our customer focus and responsiveness. He also commented that there had been no loss of service during implementation.
In Closing
We always do what we can to make a product that suits everyone’s needs. The passion and expertise of our developers and product experts helps us achieve that, ensuring we truly understand customer needs before implementation.
From there, our use of cutting edge technology combined with quality management, proactive communication and 24/7 support ensures we can serve customers to the best of our ability for the long-haul. To find out more about our range of aviation solutions, contact us today to enquire or request a demo.