The roadmap to customer success
We are only successful if our customers are, and that is the approach we took to form our customer service team. We are introducing new technology to a traditional field, so we know our customers have different technical backgrounds and experience with 3D printing. What we also know is that our customers are skilled in their profession.
At Create it REAL, from managing the daily routines of our printer service, shipping products, and materials, to onboarding and guiding customers each step is carefully managed by our Operations and Customer Success team. It is powered by a dedicated team working behind the scenes to ensure everything runs smoothly and efficiently. In this article, we’ll take a closer look at what goes into maintaining our services, who are the people and what are the essential tasks that keep the process running.
Who we are in the team
We are a team of four in Customer Success and Operations. Anders, Iryna, Jose and Viola.
Anders originally joined the Create it REAL team in 2017, and has been doing a bit of everything. Now he has stepped into a new role as Head of Customer Success, where he can leverage his engineering background, as well as customer insights from his previous sales experience.
“It has been amazing to see the company grow from a handful of people, to the organization we are today. I could not ask for a better team, and I delight in seeing what they can do with the right tools in their hands.”
Iryna makes sure that all the products made in the print service meet the expectations and are delivered in a timely manner.
“As part of the team at Create it REAL, my role focuses on ensuring that our 3D printing service runs smoothly and efficiently. Each morning, I start by changing the filament to prepare the printers for the day, while in the evening, I follow a routine to make sure they’re set to operate overnight.”
I also manage communication, checking our print service email, registering orders, and collecting any missing information from customers. Additionally, I assist with preparing print files, handle post-processing tasks, and ensure orders are packaged and shipped on time. I also keep up inventory records and make sure packaging supplies are well-stocked. Lastly, I generate customer reports, providing insight and updates on our 3D printing services. This combination of technical work, customer service, and operational support ensures our printing service consistently meets high standards of performance and customer satisfaction.
Jose followed a similar path as Anders, he joined the Company in 2020, to focus on the Bio-printing project, and afterward worked on the three Embrace Solutions (insoles, seats, and corsets), mainly leading the corset solution. Apart from that he has been in charge of the Printing Service in the past, but his current responsibilities are R&D Printing Service, developing the initial steps of a new solution and allowing customers to explore the early stage of the upcoming solutions, and also providing technical support in Sales.
“I’m excited to promote the capabilities of our solutions, and the advantages of 3D printing in every Industry. We strongly believe that there are still some products that could excel if they are manufactured with this technology.”
Viola assures that all customer requests are taken care of, whether they have any problems, need guidance with their 3D printers, or an extra pallet of printing material.
“We understand that most of our customers have no previous experience with 3D printing, but it is also not necessary to operate our machines. My mission is to cover the language gap between our customers and our engineers so that any request or issue is translated into a solution. I would like to make their experience with our solution as smooth as possible. They bring expertise from their industry and we bring our knowledge of 3D printing technology so that together we complete a solution, that increases their efficiency. We also get valuable feedback from our customers, that we use to improve our solutions. This is the essence of our business, we don’t want our customers to only buy a product and leave. It is a continuous cooperation of experts from different fields, that results in a fruitful collaboration that creates competitive advantage.”
What are we doing
In our team, we handle everything from the first customer interaction to ongoing support and beyond, ensuring a seamless experience for those using our Embrace solutions. We manage the onboarding process for both software and hardware, guiding customers through setup and ensuring they’re equipped from day one. Whether via email, chat, or phone, we respond to inquiries and troubleshoot any issues, collaborating with other departments to resolve complex challenges.
Our work doesn’t stop there – we handle the logistics of processing orders for printers, materials, and spare parts. From managing stock to providing tracking information, we keep operations running smoothly. Additionally, we educate customers on product features through user guides and videos, while also creating product-related designs like labels and stickers. On top of that, we even offer print services, combining technical support with creative solutions to meet our customers’ diverse needs.
How do we approach our customers
Our approach to customers is rooted in a commitment to making their journey with us as smooth and accessible as possible, no matter their level of experience. Through thorough onboarding—covering both software and hardware—and a focus on digitalization, we guide them step by step, ensuring they feel confident using our solutions. We “hold their hands” throughout the process, providing detailed guides, instructions, and personalized support to help them understand the technology, even if they have no prior knowledge of 3D printing. By breaking down complex concepts and offering clear, practical resources, we empower our customers to fully embrace the benefits of our solutions with ease.
Get in touch with our customer success team
We will guide you through the process. After submitting the form, you will receive an email with instructions.
