The launch of Quinn represents more than a new platform; it marks a fundamental shift in how we deliver customer success at Toppan Merrill.
At its core, this evolution brings together three essential elements: technology, people and an elevated customer experience. And while Quinn has transformed the tools we use, it has also transformed how we partner with our customers every day.
From manual workflows to modern control
Quinn immediately gives our customers more control over their document creation process, enables real-time collaboration and streamlines workflows that were once manual and time-consuming. However, technology alone doesn’t create great outcomes. What truly sets Quinn apart is how our Customer Success team has evolved alongside it.
From task execution to strategic partnership
Legacy service models, which are comprised of performing tasks on request, aren’t good enough in today’s complex business environment.
Customer Success at Toppan Merrill is about being more than just task executors; we’re strategic partners. We advise, guide and collaborate with our customers throughout the entire lifecycle of their projects. Instead of reacting to requests, we proactively help customers work smarter, move faster and get more value from Quinn.
Proactive partnership: our essential role
Every customer is unique, and so are their processes, timelines and Quinn workflows. Our approach reflects that.
We begin with a discovery call to understand each customer’s needs, customize their setup and ensure we’re aligned from day one. From there, we provide training, regular check-ins and ongoing support. It’s never a one-and-done interaction — we’re with them every step of the way.
Technology-enabled, human-delivered service
Our markets have already made it clear: Quinn is a game-changing platform. But we don’t onboard customers and walk away. We’re always here, available 24/7 to teach, troubleshoot or step in and help directly when needed. That’s the essence of technology-enabled service: technology that empowers, supported by people who care passionately about customer success.
Our team has been deeply embedded in the development of Quinn; we know the platform inside and out. That expertise allows us to support our customers with confidence from day one.
An unwavering commitment to customer experience
While Quinn has modernized how we deliver customer success, what hasn’t changed is our commitment to our customers. We still provide white-glove service, we’re still flexible and we’re still relentlessly focused on helping our customers succeed. Quinn has modernized how we deliver that service — but the heart of what we do remains the same.
We live and breathe the customer. We are their advocates. And with Quinn, we’re more empowered than ever to help them succeed.
See for yourself. Reach out to our team today to learn more about Quinn and schedule a demo.
