A Closer Look at ConstructConnect’s Commitment to Delivering Customer Value

Each year, Customer Service Week is observed to highlight the importance of customer service and celebrate those who dedicate their careers to supporting customers. Although it is just one week, observed this year from October 7-11, here at ConstructConnect®, we rally around a shared commitment to Deliver Customer Value every day throughout the year.

Our team embraces a commitment to Deliver Customer Value as one of ConstructConnect’s five core company values – the others being People First, Expand Your Impact, Make It Happen and Embrace Change. We know that delivering customer value involves listening to our customers to understand their challenges, providing the right solution, and making it easy for our customers – whether internal or external to the company, depending on our roles – to get what they need.

This week, we celebrate the outstanding ConstructConnect team members who elevate our customer service by sharing their thoughts on importance of Delivering Customer Value within our culture.

Kelsey Erhart, Online Content and Community Manager: “Having been at ConstructConnect for eight years, across three different teams, I’ve witnessed our core value, ‘Deliver Customer Value,’ come to life in countless ways. In my previous role as a Customer Success Manager, I experienced firsthand how our products and services deliver meaningful impact for our customers’ businesses. Now, in my current role, I regularly hear customer testimonials that showcase how our solutions fuel their success.

One story sticks with me: a customer shared how, thanks to the time saved by using PlanSwift®, he was able to bid (and win) more jobs, and in doing so, he was able to employ his son, securing the future of their family business. These experiences continually reaffirm how we prioritize delivering real, tangible value to our customers every day.”

Shane Vitatoe, Sr. Director, Customer Success: “I’m always impressed with the passion folks have at ConstructConnect when it comes to the customer experience. We have created a customer-centric culture. Being in a Customer Success leadership role, I am consistently meeting with teams across the business who all have a vested stake in our customers’ experiences. Whether it’s strategizing with our Product, Marketing, or Go-To-Market Systems teams, we are all working towards a common goal: making sure our customers are successful with ConstructConnect solutions.”

Kevin Johns, Director, Data Quality: “In the decade plus that I’ve been at ConstructConnect, it’s become clear to me that the phrase ‘Deliver Customer Value’ is not just nice words; it’s part of our culture. In fact, it’s something we all do every day without consciously thinking about. As a member of the Content Team, I know that one project, just one bid won, can make a world of difference to our customers. So, any one of the thousands of projects we update every day can be the thing that makes our clients successful. I feel fortunate that in my role I get the opportunity to hear feedback from customers and bring that back to the rest of our team so that we can make sure we’re getting better at delivering those thousands of ‘one things.’”

Alissa Messmer, SVP Contractor Customer Success: “Our teams are actively living out our commitment to ‘Deliver Customer Value’ on a daily basis. They engage every customer with a high level of commitment to ensure those customers are in a better situation than when they first engaged with us. Staying connected to our customers' challenges and circumstances allows us to provide the right services and responses to our customers. ConstructConnect and our teams are dedicated to delivering product solutions and the right workflows that truly empower our customers to be efficient, profitable, and ahead of their competition.” 

Andy Frank, Vice President, Sales Enablement: “In this role, I have the opportunity to educate and train our frontline team members to ensure our customers’ success. We strive to be the experts on our solutions and to continue to understand our industry through customer interactions. Everyone is busy, so understanding our customers’ pain points and specific industry needs allows us to become true experts through a consultative approach. At the end of the day, the learning never halts because we serve an industry that is in constant change.”

Fonda Rosenfeldt, Sr. Director Product Strategy: “One of the greatest lessons I have learned in my career is that everyone, regardless of their role, impacts the customer experience. I approach my day as if I were a business owner, committed to delivering timely, accurate, comprehensive and actionable data to our customers. In my Product role, I work with business stakeholders, product, and development teams to collaborate on, plan, and implement technology and automation solutions to support streamlined Content workflows, resulting in quicker data delivery. Through efforts like this we enhance data, thereby improving the experiences of both our internal and external customers. The collaboration and commitment amongst the teams, combined with the ownership and responsibility we feel toward our customers inspires me to want to keep doing more!”

Kerri Johnson, Content Training Manager: “For me, ‘Delivering Customer Value’ means ensuring that our team members are equipped with the knowledge and skills to provide high-quality project information to our customers. As the Content Training Manager, I facilitate the learning and development of our Content Specialists, ensuring that team members are consistently striving for excellence. Our Content team is always eager to assist new colleagues, sharing knowledge and experience to foster continuous growth. By maintaining a strong focus on quality, we’re able to deliver the value our customers expect and deserve. Our team is truly exceptional, working collaboratively and passionately to achieve our goals and exceed customer expectations.”

John Royster, Vice President, Customer Support and Operations: “The ConstructConnect Support Teams are on the front lines daily helping our customers access, use, and benefit from our products. We are committed to delivering customer satisfaction – and our customer satisfaction surveys consistently show that our Support teams are SUPER STARS!  My role as the Support leader is to ensure that each team member has the tools they need to succeed, adequate staffing to ensure optimal support, and provide a voice to the organization to ensure their value is recognized.”

Anita Mihelic, Director, Learning and Development: “‘Delivering Customer Value’ extends to our internal customers as well as external. One of my favorite parts of working at ConstructConnect is the spirit of service I see among team members every day. People are always eager to answer questions, provide coaching and feedback, and generally pitch in when their team needs it. In my role as a Director of Learning & Development, I love that I can deliver customer value by discovering needs in the organization, providing solutions, helping people grow their talents and careers, and fostering connections across teams. The whole People & Culture team is in the business of supporting the people who support our customers by attracting, developing, and engaging awesome talent. When our team succeeds, so do our customers.”

Want to learn more about joining the ConstructConnect team? Find out more about our company, our culture, and our current job openings at https://www.constructconnect.com/careers.