Phenom provides many resources and solutions to make our onboarding and adoption process a smooth and seamless one. Unlike many software providers, the support doesn't stop after implementation. Phenom continues to share relevant and timely learning materials, host live work sessions, and review our goals and analytics to ensure we're driving the best results. They continue to be a committed partner.
Global Customer Care
Our vision is to provide exceptional customer service and create #NotNormal experiences throughout your entire journey. We achieve this through quality case management, including effective communication, empathy, and customer advocacy.
How we do it
Identify our customers' needs
Every customer is at the center of everything we do, and is made possible through personalized moments that build trust and loyalty.
Engage through personalized interactions
We strive to deliver an effortless experience by going above and beyond to find the right solution for any problem.
Ask questions & find solutions
Constantly and consistently reinforce the importance of the customer journey by asking questions and listening carefully to their needs to find solutions that work for them.
Maintain experience-based expertise
Our Customer Care Advocates are trained to provide an experience that enables them to become subject matter experts.
Our Customer Care team is customer-obsessed and committed to providing a phenomenal customer experience with every interaction. Customer needs are at the center of everything we do!”
Mike KiefferExecutive Director, Global Customer Care, Phenom
Dedicated to Your Success
24/7 global support ensures customers get the right response at the right time.
We intend to build a communication culture of empathy, deep listening and clean expression to resolve all requests.
We're accessible and dependable to ensure customers can count on us every time.
We don't just close tickets — we find solutions.
To ensure we improve, we welcome and value feedback at any time.
Global Customer Care Support Packages. Personalized to meet your needs.
See PackagingHow customers are innovating with ease
Phenom is more like an extension of our own team, so we don't feel like we're always being sold on something. Rather, they know what we need and are there to help. Throughout implementation and beyond, frequent phone calls and live training sessions have ensured customer service that is above and beyond.
A great piece of software is only as good as the users utilizing it. A thoughtful and consistent adoption plan is critical to ensure users are set up for success. Together with Phenom, FIS leveraged a combination of instructor-led trainings - reinforced through hands-on exercises and gamification - to accelerate our adoption efforts.
