What Does it Take to Succeed?

Who doesn’t like a little update? The new financial year brings about the chance to change and grow and so it is here in our very own backyard.

What better time to introduce you to our freshly assembled Customer Success Team (or a scaled up supersized version of our existing Client Delivery Team if you’ve already familiar with us) headed up the Client Delivery, Customer Success & Product Exec Manager, Nathan Kirkby.

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The faces will be familiar but here’s a little info on how they will be here for you when you need a little hand holding from us. So let's meet Nathan's team :

• Roger Wang- Client Delivery Leader & Customer Success

• Cody Ross - PlanStudio Product Lead & Customer Success

• Jayden Truman - Technical Product & Customer Success

• Rhys Collyer - PlanSafe Product & Customer Success Lead

• Jalvesh Singh (JV) - Senior Plan Drafter & Customer Success

• BJ Kim -  Principal Project Officer & FSA Consultant

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Q1: Tell us a little bit about your role.

Nathan: As the Executive Manager of Client Delivery, Customer Success, and Product at Locatrix, I oversee the delivery of our core products, providing our clients and partners with the highest level of service and support.

Roger: Help guide the Client Delivery team to successfully meet goals and strengthen Customer Success outcomes.

Cody: PlanStudio Product Lead – basically it is my role to make sure that PlanStudio and the end user are successful. If our customers experience any “out of the box” issues then I am here to help resolve them. I also act as a conduit between the customer and our dev team.

Jayden: Providing support and onboarding our customers and partners. Making sure their experience is a smooth and seamless transition to PlanStudio.

Rhys: Going into the new role, I’ll be helping the team achieve great outcomes for customers, helping them to get as much value out of our products as possible. Along with the team, I’ll be hands on deck for any support, compliance, or product-related enquiries that our customers may have.

JV: I’ll be one of the first points of contact in terms of resolving customer queries.  The end goal is to build a process where clients can be self-sufficient and confident to problem solve. My secondary role is continuing with Client Delivery Product Quality Assurance.

BJ: I help with the project deliverance of our online and offsite fire safety products. This includes overseeing our in-house FSA and organising our teams calendar to deliver on time to our customers.

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Q2: How would you define customer success?

Nathan: Customer success is all about our clients and partners achieving their goals and getting maximum value from our products and services.  The success of our customers is a success for Locatrix – we want you to stay with us for the long haul and we know this can only happen if you are happy with our services.

Roger: Happy customers

Cody: Making sure that the software does what it says it does for our customers and that their goals are easily achievable with PlanStudio. But also, to aid with providing training, helping out with new jobs, or aid with managing your account.

Jayden: The connection between the end user (the client) and Locatrix. We will be able to help provide all feedback (the good, the bad and the ugly) to our developers but only with your input.

Rhys: I would say Customer Success is exactly what’s written on the tin – the success of our customers. We want you to succeed wherever possible.

JV: Customer success comes from customer satisfaction. It comes from our company values and how we treat our customers.  Customers deserve to be respected.

BJ Their success is our success

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Q3: What are you expecting to be the top three most common questions from customers and how can we help with those?

Nathan: I anticipate that most queries will revolve around supporting our PlanSafe clients and partners. This support is crucial as we guide them through the updated user interfaces and features, helping them to seamlessly navigate and benefit from the changes to the platform.

Jayden: The most common questions I see dropping in my inbox are for PlanStudio:

‘Where is my site plan?”, “Why doesn’t my evac path work?” and “How do I scale my plan?” send your questions to support@locatrix.com

Rhys:

“How can we stay compliant with relevant fire safety legislation? “

With PlanSafe’s Compliance Dashboard- we have you covered to all Australian Standards.

“How can we ensure that our assets and equipment on site is kept up-to-date at any given moment? “

With PlanStudio data updating real-time across the board to all our different applications you can be sure your assets and equipment are kept up to date.

“Can we include some of our own in-house training in PlanSafe? “

Absolutely. PlanSafe content is completely customisable and can have as little or as much detail as is relevant to your organisation. If you have some training you would like to see in PlanSafe, get in touch with us and we’ll help you along with that one.

BJ:

• “How do I log in?”
• “When was the last time ‘this particular site’ did a review?”
• “Where are the documents and records from last year?”

The answer lies in support@locatrix.com or https://support.locatrix.com/hc/en-us whenever you get stuck.

Q4: how would you recommend customers to contact you or us?

Nathan: The easiest and quickest way to receive support from Locatrix is emailing support@locatrix.com.

Cody: For non urgent issues- go through our help channels to help yourself (tutorials on our YouTube page or our-in app digital guides for example)

For those urgent stuck out on site in the pouring rain issues that need an answer right now, contact your Locatrix account manager directly.

Jayden: The best way to contact us is through the support@locatrix.com email

Rhys: If you chuck a message through to support@locatrix.com or submit an enquiry through the help centre while you’re in one of our apps, one of the team will be able to jump on that for you and give you the help you need!

JV: The Zendesk ticketing system works really well, and we can make sure we send your query promptly and directly to the right person.

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Q5: Are you working on anything new at the moment, or is there something you are looking forward to being released in PlanStudio or PlanSafe?

Nathan: We are always working on building and improving our products. Currently, one of our focuses is scaling our support mechanisms to help our customers and partners.  We are continually improving the user experience and features of our PlanSafe and PlanStudio platforms. This involves feedback from you the customer, incorporating new technologies, and improving our training modules to stay ahead of industry standards. I am particularly excited about the upcoming updates that will make our platforms even more intuitive and valuable for our users.

Cody: A large part of our focus is on AI and automation at the moment (in PlanStudio) to help speed up the drafting process. Always looking for way to automate and simplify the tedious tasks. Attention drafters...we are expecting to roll out smaller updates and features...keep your eyes peeled on our socials and blog for updates coming up throughout the year.

Jayden: I’m currently work on understanding the international standards around evacuation signs. Learning German is character building.

Rhys: Right now we’re finishing up another beta page for managing Learner and Administrator accounts on PlanSafe. There’s an awesome new design, and plenty of new features which directly address common customer pain points. I cannot wait to get this out the door and into people’s hands for feedback.

BJ: My role here at Locatrix has grown significantly since the start of the year. I’m always keen to learn and take on more challenges. I’m always open to finding new ways to improve my own professional development.

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Q6: Tell us a little about you...

Nathan: I am currently expecting my second child, a baby boy. Alongside the excitement of expanding our family, we're also in the midst of a home renovation to ensure we have enough space for everyone.

Roger: I like to drive, explore and sightsee.

Cody: I’m pretty focused on my family at this moment and appreciate the flexibility Locatrix allows for our situation so I can be a present parent to my two year .

Jayden: I love playing golf with friends and take great pride in maintaining my lawn. My goal is to have the best lawn on the street!

Rhys: Currently enjoying reading the first book called The Book That Wouldn’t Burn which forms part of a brand new trilogy written by one of my favourite authors Mark Lawrence.

JV: KFC IS THE BEST!...I love exploring nature, whether that be hiking or going camping

BJ: Recently I’ve been listening to the Grateful Dead and studying Jerry Garcia.

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Q7: If you could ask AI to replace or anything in your life to make it better, what would it be?

Nathan: If I could enlist AI to take on any task in my life, I would ask it to manage the chaos of my home renovation. Imagine an AI-powered project manager that coordinates contractors, ensures materials arrive on time, and even designs the perfect nursery. This way, I could focus on cherishing these precious moments with my growing family without the stress of construction dust and project delays.

Roger: Ask AI to invest my savings. Grow my wealth, oh wait that will make everyone a winner and rich.

Cody: If it could do all my chores... or if it could interpret the sounds of a toddler shouting that would be the best development ever.

Jayden: I wish AI could clean my house or be my personal chef. Imagine. Food for a coeliac would be a psychedelic experience and hopefully less like cardboard.

Rhys: The moment they can make an AI that can fold and put away my clean washing for me will be the day that it’s full potential is realised.

JV: It’s a personal preference but I’ll only use it where needed but not make it part of my daily life. So, I’ll ask AI to go get the beers for me.

BJ: I’d ask the AI to let me win at chess.

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There you have it, it seems that the best way to ask for help if you haven’t already found the answer through our different channels (in-app digital guides, YouTube channel https://www.youtube.com/@locatrix_intl , or our resource page on the website https://support.locatrix.com/hc/en-us) is to drop an email to support@locatrix.com

Keep your eyes peeled by following our socials, blog or even sign up to our newsletter to receive updates on new innovations to PlanStudio and PlanSafe .

We can’t promise we’ll deliver on AI to do your laundry, but we know that PlanStudio and PlanSafe can deliver you from a world of tedious, time consuming compliance and drafting all with continuous support from our Client Success Team.

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