Meet the Team - Louise Chaston

What does the typical day look like for Louise Chaston, Intoware's Customer Success Manager

What does a typical day look like for you and what are you currently working on?

My days vary so much it’s hard to pin down a ‘typical day’.  The main focus of my role is to ensure that customers get success out of their WorkfloPlus platform and to ensure that they benefit from it as much as possible.  I do this by having regular conversations with customers to make sure their needs are being met and to ensure they fully understand the capabilities of the software.  So, my day can include time spent onboarding new customers, carrying out training sessions during which I offer advice and guidance on how to build Workflows and processes, or discussing how their job data can be integrated into any other internal systems, as well as dealing with any support issues that may come in.

What is on your wish list for your next five years here?

I am looking forward to the company growing further and as a result getting more customers to look after.  We are expanding our Customer Success Team at the moment and I’m excited to be part of that journey too.  We will be launching the latest version of WorkfloPlus soon and I can’t wait to introduce it to our customers as a new collaborative way of working. It’s a really exciting time!

What kind of skills do you need to be effective in your role?

You have to be super organised, I often find myself multitasking!  Excellent time management and organisational skills are essential in this role.  It is also important to be a great communicator, both internally within the organisation and externally, with customers.  My role is to be the voice of the customer and often I have to liaise with our Developer Team in relation to customer projects and support tickets.  I would say the role needs someone with an empathetic personality with the ability to listen carefully and understand a customer’s operational needs and any complex requirements they may have.

What do you like most about your job?

I enjoy the variety of my working days - no day is ever the same!  I particularly enjoy building positive relationships with customers and seeing how WorkfloPlus helps their business to grow.  I also love building Workflows for customers and showing them how their paper-based process can work digitally.  I love our team here as well, we all work brilliantly together - it feels like we are a big family.

What’s your most memorable facepalm moment?

It’s the classic ‘I thought I was on mute’ moment!  During a video call last year my dog came into the room and I spoke to him in a silly baby voice thinking I was on mute - needless to say I was not on mute and everyone on the call heard me and thought it was hilarious!

We have a tradition of having a joke of the week during our team catch up. In honour of this can you give us your favourite joke?

I want to die peacefully in my sleep like my grandfather did. Not screaming in terror like the passengers in his car.

What’s your favourite line from a film?

"You're going to need a bigger boat," Chief Brody, Jaws.

Finally, who would you like to highlight from the next issue's “Meet The Team” segment?

I'd like to nominate Brad Flook, our Sales Director.


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