Each group consists of a General Manager, who is responsible for receiving feedback and discussing high level content and changes; a Customer Relationship Manager, who will discuss simulation setups with faculty, work with faculty on simulation questions and set up course information in our Customer Relationship Management (CRM) system; and one or more Customer Support Specialists, who will be focused on the logistics of running the simulations.

Customer Relationship Manager Erin Simpson of the Marketing Group says the change gives employees more time to focus on a few (rather than many) simulations, which helps each team become “specialists” of their products.

Kristen Knecht, Customer Relationship Manager on the StratSim Group, has found her only problem to be redirecting a current customer to new support personnel when they have formed a strong bond with support personnel in the past. In this instance, a customer may wish to continue contacting the person they have come to know, even though the support person is now assigned to a simulation-specific group that differs from the product the customer is using. Other than that, she feels the change has given Interpretive more opportunities to do “better quality training on specific products” in the areas of content and administration.

Aside from a different primary contact person, the only change customers may notice is our ability to better focus on the needs and issues surrounding the each individual product line. Erin feels the change has helped develop better relationships with faculty, since the same group of people will handle their simulation each semester.

You can still use the faculty@interpretive.com e-mail address to contact your specific group, and your e-mail will be directed to the appropriate person. You can also call us at (434) 979-0245 and select extension "3" for Customer Support, and then select the appropriate group.

The change was designed to better serve professors, and so far, since the change, Erin said, “most professors seem happy to have specific people to work with.” According to Kristen, the new structure is still improving as they continue striving to be sure “each product is well-represented, supported, and continues to grow.”