From Behind the Curtain: Q&A with Todd Worms, Manager of Customer Support at VL

Along with gauging each client’s level of interest, the team offers an unparalleled customer experience that tailors its services to meet each company’s unique organizational structure, ledger accounts, borrowing rates and more. 

Our new Q&A blog series, From Behind the Curtain, provides a glimpse into the lives of the people behind our software. This series features a sit-down with different members of our team who will share unique insights and perspectives about their roles at Visual Lease.  

This week, Joe Fitzgerald, SVP of Lease Market Strategy at Visual Lease, sits down with Todd Worms, Manager of Customer Support at Visual Lease, to discuss his position and what clients can expect from his team. 

Question #1: Joe Fitzgerald, SVP of Lease Market Strategy

Tell me a little about the Visual Lease Customer Support team. 

Answer #1: Todd Worms, Manager of Customer Support

Absolutely! Our group is on the frontlines with our clients each day fielding how-to questions and helping customers solve any problems they may encounter while using the platform. We’re in a unique position, not just because of our direct face time with our clients, but because we get to collaborate with so many other departments including Engineering, Product, Account Management, Customer Success and Implementations. 

Question #2: Joe Fitzgerald, SVP of Lease Market Strategy

What are some of the recent changes you have made to the team? 

Answer #2: Todd Worms, Manager of Customer Support

Obviously, client satisfaction is our top priority on the Support team, and this past year we really wanted to find a way to capture and measure that. Last October, we launched a Customer Satisfaction survey that is sent out every time a support case is closed. It’s a very simple survey in which clients can give us a thumbs up or thumbs down based on their experience. I’m happy to say that since we launched, over 90% of the responses we have received have been positive. 

We also took a hard look at our processes and asked two key questions: 

1. Can we improve the client experience?
2. Are there any process gaps where we can create efficiencies?

While that’s always a work in progress, we shifted the structure of the Support group to streamline communications to our partners in Engineering and Product, to not only reduce the number of duplicate requests they get, but also standardize how that information flows into their departments to maximize their efficiency.  

In addition, we launched a Virtual Call Center to improve the way we serve clients that request or require phone support. 

Question #3: Joe Fitzgerald, SVP of Lease Market Strategy

It sounds like you’ve had a busy year. 

Answer #3: Todd Worms, Manager of Customer Support

That’s for sure, and there’s more coming!  We are always looking for ways to either improve the customer experience or find new ways to support them. For example, we are exploring chat functionality as well as improving our support community so that clients can better leverage our ever-growing library of knowledge articles. 

From Behind the Curtain gives an inside look into the responsibilities of various Visual Lease teams and how they work together to ensure the solution is regularly improving and clients are successfully complying with the latest lease accounting standards.