Maximize Kantiv with Your Customer Success & Support Teams 

For years, software support in the AEC industry has been reactive; you run into a problem, reach out for help, and someone fixes it. While that support is essential, it often only addresses immediate issues rather than long-term strategic goals.

That’s where Kantiv is changing the game. We’re redefining the reactive experience by introducing Customer Success Managers (CSMs): dedicated partners who work proactively with you to ensure you’re achieving your business and proposal objectives.

Our CSMs don't just help you use our AI proposal software; they help you use it strategically. They are your guide to a better proposal process, focusing on how to use AI to tailor bids, streamline workflows, and ultimately increase your win rate.

Customer Success vs. Customer Support: Understanding the Difference

While CSMs act as your proactive, strategic partners, Customer Support plays a critical complementary role. Support teams focus on the technical side, ensuring Kantiv functions smoothly and resolving any issues that come up.

Think of it this way:

• Customer Support is reactive. They solve problems as they happen, such as troubleshooting a technical issue or answering a question about a feature.

• Customer Success Managers are proactive. They work with you to optimize your processes, help you achieve your business goals, and provide guidance to improve your proposal workflow and win rate.

Here’s a simple comparison:

Your CSM is your guide to achieving better proposal outcomes, while your Support team ensures that Kantiv works smoothly so you can focus on your strategic work!

Leveraging Your Kantiv Team to Generate More Proposals

The best way to hit your proposal goals is by actively collaborating with both your CSM and our Support team. Here are a few examples of questions you can ask to get the most value from each relationship:

Customer Success

• What are best practices for updating and maintaining our company’s knowledge base within Kantiv?

• What tips do you have to improve the quality of Chat’s content results when drafting proposals and other marketing materials?

• What best practices have you seen other customers use to incorporate their Go/No-Go or Kickoff criteria in Kantiv?

• What are the recommended steps for onboarding new team members to Kantiv core features?

Customer Support (examples):

• How do you merge People profiles in Kantiv?

• How do I run a draft proposal analysis and compliance check?

• How can I ensure all files are searchable?

• “Is this a bug?” - support is your first line of defense if something looks amiss!

By understanding these distinct roles and asking the right questions, you are no longer just a software user; you are a partner in this strategic relationship. This partnership with Kantiv and your dedicated Customer Success Manager and Support teams are the keys to automating your proposals, refining your processes, and ultimately, building a more successful business!

How to get in Touch

Contact our Support team, and they’ll provide your assigned CSM’s email.

You can reach Support by:

• Start a chat in the Help tab in your Kantiv Platform

• Or emailing support@kantiv.com.

You can always find more information on User Resources in our Support Center. Please send any questions or feedback to Support@Kantiv.com.