Behind the Screens: Driving Customer Success at Ken42

In this edition of "Behind the Screens," we spotlight Rajendra M , the Client Solutions Strategist at Ken42. Rajendra brings nearly a decade of experience in the education sector and has a deep understanding of the unique challenges faced by educational institutions. At Ken42, he ensures that educational institutions seamlessly achieve their goals through our innovative SaaS solutions.

Join us as we delve into how Rajendra and his team at Ken42 are at the forefront of reshaping educational technology, offering tailored, flexible solutions that meet the ever-changing demands of today's educational environments.

Could you start by telling us about your role in customer success at Ken42 and your journey in this field?

At Ken42, I ensure clients achieve their goals with our EdTech solutions, acting as a bridge between them and our product teams. I handle client onboarding, training, monitoring usage, and addressing issues. My career began in sales, transitioning to EdTech where I discovered a passion for technology's role in education. Now, as a functional solution consultant, I focus on solving client problems through close collaboration with our tech team. Joining Ken42 was pivotal, combining my love for tech and education to deploy innovative SaaS solutions tailored to educational institutions' needs.

How does Ken42 define and measure customer success, particularly during the initial phases of product implementation?

Customer success at Ken42 means achieving clients’ goals through our educational tech solutions. During initial implementation, we measure success through several key metrics. We track onboarding effectiveness by monitoring how smoothly clients start using the product. User adoption and engagement are assessed through metrics like login frequency, feature utilization, and session duration. We prioritize training and support satisfaction by collecting feedback from sessions and interactions to identify areas for improvement. Establishing and tracking key performance indicators (KPIs) with clients, such as improved student performance and streamlined administrative processes, helps ensure we meet their goals. We also regularly collect customer feedback to gauge satisfaction and likelihood of continuing Ken42.

We spend significant time with clients, often deploying team members on-site to gather detailed feedback. By deeply understanding our clients' needs and leveraging advanced technology, we aim to deliver exceptional support and significant benefits through our solutions.

How critical is customer feedback during the early stages of implementation, and how is this feedback integrated into product development and customer support strategies?

At Ken42, our clients are everything, especially during the early stages of implementing our solutions. We actively seek and act on client feedback to guide our journey of product development.

For instance, one of our clients faced significant challenges with document collection during student onboarding. Their institution catered to a diverse array of students, each requiring different sets of documents for various programs. Existing solutions lacked the flexibility to handle this variability, leading to increased dropout rates, complicated document verification processes, and a time-consuming web of resubmissions and follow-ups.

By listening to their feedback, we developed an automated, adaptable solution that streamlined the entire process. Our system allowed for the collection of different sets of documents at various stages, significantly improving efficiency and reducing administrative burdens. This example highlights our commitment to using customer feedback to create tailored solutions that address specific pain points and enhance overall satisfaction.

Could you share a specific case where Ken42 successfully adjusted its approach to meet unique customer needs during the implementation phase?

One particularly challenging case involved a prestigious business school that required a comprehensive solution for evaluating a massive influx of applicants—20-25 times their actual intake capacity. Their objective was to ensure diversity by supporting students from underrepresented countries while selecting top talents based on over 20 parameters, including education history, work experience, exam scores, and interviews.

The manual process was time-consuming and labor-intensive, especially considering the diverse educational backgrounds and multiple evaluation criteria involved. To address this, we developed a dynamic evaluation management system capable of handling any data point as part of the evaluation. Our complex formula builder allowed for different weightages and customization of parameters for each intake, supporting diverse student profiles and generating normalized scores to identify top talents while promoting diversity.

This system streamlined a process that used to take months into a task that now takes seconds, processing thousands of applications simultaneously and generating detailed profile sheets with ease. The result was a more efficient admissions process that met the school's goals of a diverse student body.

Looking ahead, how do you see the approach to customer success evolving at Ken42? Are there new strategies or technologies you plan to integrate?

At Ken42, our vision for the future of customer success is to become more integrated, anticipatory, and personalized.

We plan to integrate advanced analytics and artificial intelligence (AI) to predict challenges before they arise and offer proactive solutions. AI-driven analytics will help us understand usage patterns, identify potential difficulties, and suggest improvements or additional training to enhance the user experience.

Machine learning will personalize the customer journey by tailoring interactions and recommendations based on data from multiple touchpoints. This ensures each educational institution receives bespoke support, fully leveraging our solutions to meet their specific goals.

We are also exploring augmented reality (AR) and virtual reality (VR) for training and support. Imagine immersive, interactive onboarding sessions using AR/VR technology, enhancing understanding and retention while making the learning process engaging and effective.

Our ultimate goal is to ensure our clients not only achieve their desired outcomes but also thrive and excel in their educational missions.

More info:

Interested in learning more about how Ken42 can drive value for your institution? Schedule a demo.

To know more about Ken42's product offerings, visit www.ken42.com.