For those driving the relentless pace of progress for infrastructure construction, success hinges on more than just tools – it demands the right partnership and support. And at Infotech, with nearly 50 years immersed in the triumphs and challenges of infrastructure leaders, this is a truth we understand deeply. We’ve seen firsthand how even the most powerful software requires a dedicated partnership to unlock its full potential and drive lasting positive outcomes. While the industry embraces digital transformation – a recent McKinsey & Company report noted an 85% surge in AEC tech investment between 2020 and 2022 – ensuring this investment translates into tangible success demands a continuous commitment to your evolving needs, a commitment that extends far beyond just providing the software itself.
Our “We built this for you” philosophy centers on a lasting partnership that transcends initial software adoption. Our goal is to ensure our solutions remain readily accessible, continuously impactful, and aligned with your unique operational realities throughout the entire construction lifecycle. Recognizing that true success is a continuous process, our Customer Success approach empowers you – the infrastructure construction professional – for rapid proficiency, sustained ROI, and a deep understanding of how our solutions become integral to your long-term achievements.
Building on the Speed of Infrastructure: From Initial Adoption to Ongoing Value
Infrastructure construction demands rapid mobilization, precise execution, and constant adaptation, so you need a technology partner invested in your long-term agility, not just initial setup. Historically, focus is often placed on the initial phase of onboarding. However, true success lies in the ongoing value derived from the technology and the strength of the partnership supporting it.
Research highlights that poor technology implementation is a top organizational challenge when adopting construction technology, cited by nearly 50% of owners. Infotech’s deep roots in this vital sector provide a profound understanding that our commitment doesn’t end after implementation; in fact, this is just the beginning. Our evolution is a continuous process of listening to and learning from our partners. We hear the urgency in your timelines and the critical need for sustained value and support to ensure long-term success. This intrinsic understanding of the infrastructure rhythm has driven us to build not just software and an onboarding process, but a comprehensive partnership and customer success mindset focused on your continuous growth and achievement.
Our Commitment to Your Success: A Partnership Built for You
Recognizing that your success with our technology is a journey, not a destination, our customer success philosophy rests on four key pillars, each designed to ensure you achieve lasting positive outcomes – because, quite simply, we built this partnership for you.
Pillar 1: Personalized Onboarding: Accelerating Adoption, Maximizing Impact
We understand that a field-based project engineer’s day-to-day realities and technological needs differ significantly from an office-bound auditor’s. This is why our onboarding process embraces a role-based approach, putting the power of learning directly into your hands. By providing clear visibility into your individual progress (and your team’s journey), we ensure that every individual focuses on the features and workflows directly impacting their daily tasks, while the team moves towards holistic adoption and value. This targeted approach accelerates your proficiency and maximizes your immediate contribution to critical infrastructure work, setting a solid foundation for long-term mastery of our solutions. For inspectors using Appia, our construction administration and inspection solution, this approach has slashed training time by over 57%, ensuring a faster path to productivity.
Pillar 2: Field-First Learning: Mastering Skills Where and When You Work
In the fast-paced, geographically dispersed world of infrastructure construction, learning often needs to happen in the demanding environment of the jobsite itself, not just in scheduled training sessions. Our field-first education approach delivers the expertise and skills your teams need precisely when and where they can make the biggest impact.
Imagine instant access to in-app guidance on your tablet, minimizing downtime. Complementing this are concise, interactive video tutorials for essential tasks – available anytime, anywhere. This commitment to on-demand learning is validated by the almost 70% surge in usage of our self-led Knowledge Center resources in 2024 – a trend we’re excited to see continue.
We’ve transformed field learning with accessible, concise, and interactive micro-courses available on any device. Focused on critical infrastructure workflows, these hands-on, self-led modules empower teams to quickly grasp essential skills and achieve smoother project execution and better project outcomes. Our commitment? Delivering the right learning tools at the right time and place for continuous adaptation and improvement.
Pillar 3: Our Partnership Promise: Working Alongside You
Infotech’s commitment to your success goes beyond providing software. We believe in proactive partnership, working alongside you to ensure you are continually maximizing the value of our solutions. This includes regular check-ins to understand your evolving needs and challenges, sharing best practices gleaned from our decades of experience in the infrastructure sector, and proactively identifying opportunities for optimization and growth. We’re not just a software provider; we’re an invested partner in your long-term achievements.
Pillar 4: Direct Connection: Responsive Human Support You Can Count On
Even with the most advanced technology, complex infrastructure challenges sometimes require human expertise and intervention. Our customer support connects you directly with specialists who deeply understand the civil infrastructure landscape, providing tailored guidance on issues from evolving project specs to complex documentation. With an average response time under 30 seconds, this human-centric approach ensures you have a reliable partner to navigate critical moments and maximize the value of our solutions, now and in the future.
The Tangible Impact of Partnership: Building the Future of Infrastructure, Together
Our commitment to a tailored customer success experience extends far beyond initial onboarding. It’s about fostering lasting success for our partners. We’ve seen firsthand how this dedication translates into not just faster adoption but also continuous improvement, data-driven strategic decisions, and ultimately, stronger project outcomes. Our customers have experienced an average 35% reduction in onboarding time since relaunch, allowing them to realize value faster. But more importantly, our ongoing partnership ensures they continue to see a strong return on their technology investment year after year, empowering their teams to focus on what they do best – building critical infrastructure.
And like you, we’re not standing still. Infotech’s vision for the future of infrastructure technology is one of continuous evolution, driven by our unwavering commitment to understanding and meeting the evolving needs of our customers and partners. We’re actively exploring and developing ways to further enhance not just our solutions but also our partnership approach, ensuring it remains efficient, personalized, and effective in empowering infrastructure construction teams for sustained success across all our solutions, from bid to asset management. We believe that a true partnership, built on empowering your teams with the right knowledge and support at every stage, is the bedrock of your lasting success – a success we are deeply invested in.
Laying the Groundwork for Lasting Success: We Built This For You.
In the demanding arena of infrastructure construction, your technology should be a catalyst for continuous improvement and growth, backed by a partner dedicated to your long-term vision. Our comprehensive approach to customer success, from tailored onboarding to proactive support and a human-centric partnership, is engineered to be that very catalyst – swiftly equipping your teams and continuously empowering them to leverage powerful construction tools and focus on the vital work of shaping our nation’s infrastructure – from bid to build. Because at Infotech, “We built this for you” isn’t just a tagline; it’s the guiding principle behind our commitment to your lasting success.
Ready to experience the Infotech difference? Explore our infrastructure project management solutions here. Let’s build what matters, together.
Author
Alysa Williams
Director of Customer Success
With 13 years of experience helping construction companies embrace technology, Alysa Williams, Director of Customer Success at Infotech, is driven by a passion for the civil infrastructure community. Her focus extends beyond understanding current needs to exceeding expectations through innovative solutions and strong partnerships across the customer journey, contributing to the industry's advancement and helping shape customer success within the construction technology sector.