Anywhere and everywhere: Redwood’s follow-the-sun support empowers users

I’ve been with Redwood Software for 23 years. Since I started in 2001, I have been working with our customers. They are one of the main reasons I love my work and get up every morning looking forward to doing what I do. We never have a dull moment together. 

While I do not like our customers experiencing issues with our software, working together with them to find a resolution and listening to their ideas on how to improve our products and Support services is inspiring. And it seems to me that our customers also truly value our support. 

In our recent LinkedIn poll, 60% of respondents stated they value customer experience most when evaluating a Service Orchestration and Automation Platform (SOAP). As a Leader in the 2024 Gartner Magic Quadrant™ for SOAPs, Redwood delivers the type of support you need to reach your automation goals.

We’ve covered how to engage with Redwood’s Customer Success teams. Here, we’ll dive deeper into what it’s like to interact with our Support team in particular and how your interactions help us level up and continue to provide industry-leading products and customer service.

Your positive outcomes = our mission

One of Redwood’s core values is to obsess over customer success. We treat customers like partners and aim to earn their trust every day. 

Having worked with some of our customers for nearly all 23 years has convinced me that trust is the basis for a good relationship. I may not always tell them what they want to hear, but I’m committed to saying what they need to hear.

A global presence

In the aforementioned Magic Quadrant™ report, Redwood was positioned furthest in Completeness of Vision. Gartner heavily weighted geographic strategy in this evaluation.

As a global company, Redwood understands the technical requirements, cultural benefits and challenges of both asynchronous and in-person work. We know that supporting modern businesses means being available anywhere and everywhere. Interactions with people all over the world strongly influence how we enhance our customer support strategy on an ongoing basis.

Our team is distributed across time zones, and while our communication language is English, some of our Support team members can switch to several other languages when necessary.

We’re available via portal, email and phone to give you a range of communication options that best fit your needs. 

The goal: Synergistic relationships

Collaborating with you to solve problems is just as advantageous for us as it is for you.

Whether we’re working on an issue, reviewing an enhancement or simply having an introductory meeting, we prioritize listening above all. We want to know what works for you and, perhaps more importantly, what doesn’t.

Your feedback is always valuable and welcome — about product functionality, our work as a Support team or Redwood as a whole.

Your voice helps us develop, and we amplify that voice by representing you in internal meetings and strategy discussions. We are proud to share your thoughts and feelings with the whole company.

Don’t hesitate to ask for support

The thing I find myself saying to customers the most is: “If we don’t know about your issue, we can’t help you.”

We don’t want you to worry about the validity of any question! We would rather have you ask us than be confused or frustrated.

Reach out any time, from anywhere, when:

• You can’t access your environment
• You’re unable to perform an action you could previously do in your Redwood solution.
• You’ve encountered an error or what appears to be a bug.
• You’d like to suggest a product enhancement.

Here’s everything you need to know about how to reach us and how to escalate a ticket.

Understand how we handle critical incidents.