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Meet Visma Acubiz: Mads from Customer Relations

Discover the vital role of an Implementation Consultant at Visma Acubiz: ensuring customer satisfaction and managing varied daily tasks, all contributing to a unique, effective approach to client solutions.


”Meet Acubiz” is a series of articles that’ll take you behind the scenes at Acubiz. They’ll tell the stories of everyday heroes. In this article, the spotlight is turned toward Mads Harly Nielsen from Customer Relations. 

What Does an Implementation Consultant Do at Visma Acubiz?

An implementation consultant at Acubiz ensures that we meet the customer’s expectations for our product and, in many cases, aim to exceed the expected.

As an implementation consultant, I make sure that we set up the agreement corresponding to what has been agreed with our Account Manager. At the same time, we address any questions that arise during the startup at the customer’s site. This can range from general questions about using the system to requests for new or existing features. Once the agreement is set up, we ensure to introduce our customer to the system and conduct a thorough walkthrough of it. Simultaneously, we assist our support consultants in situations where they themselves are unsure or need to delve a little deeper than usual.

What Does a Typical Day at the Office Look Like for You?

A typical day for me always starts with checking my email inbox. I often receive various emails, which can contain anything from questions that need to be answered to inquiries from colleagues that need to be addressed. Once the inbox is clear, the “real” consultancy work begins. Usually, there are one or more setups that need to be done during the day. Otherwise, I might have a meeting with a customer to be held.
It also happens that sometimes I have to drop what I’m doing because another task needs to be handled and prioritized. For me, no two days are the same.

What Makes a Client Meeting Successful?

I like to exceed expectations. Therefore, I always consider a client meeting a success if the client feels they have gotten more out of our solution than they thought they would. I am left with the best feeling when we can meet all the requirements set by the client – and more than that. It is important to me that the client feels they are in good hands and knows that even if something unexpected happens, we will get it resolved. Thus, it’s also important for me to establish trust between myself and the client.

What's Your Best Customer Experience?

Not to make it up, I think actually my best customer experience took place in connection with my first review of an Acubiz agreement. I haven’t been employed at Acubiz for that long, so there aren’t many experiences to draw from yet 😉

But in any case, I felt well satisfied in my role, and I could really feel that my training was paying off. During the meeting, I got a good dialogue going with the customer and answered all their questions, and they seemed optimistic about their solution and the implementation process as a whole.

What Motivates You to Go to Work Every Day?

As I mentioned earlier, no two days are the same for me. It might be that suddenly a rush job comes in from the right, which I have to throw myself into – and that suits me really well. It’s the variation in the tasks I have to perform that motivates me. I would be extremely bored if I just had to sit with the same task every day. Also, the fact that customer contact is part of my job motivates me as it contributes to a differentiated daily life.

Do You Have a Favorite Acubiz Feature?

I certainly do. I’m a big fan of our integration with credit cards. A manual process is often time-consuming and troublesome for customers because it involves collecting documentation, entering data, bookkeeping, and verifying various information. With a digital process for company card purchases, the documentation becomes digital, and this gives customers a good overview.
Our integration also means that we receive information about transactions from the bank, and then we can automatically place them on the employees. It’s super smart and a win-win for everyone.

Can You Tell Us Something Fun About Yourself?

I don’t know if it’s exactly funny, but I can tell you that I like to follow the development of Japanese robots in my spare time. Japan is clearly the country that is the furthest ahead in terms of developing and constructing robots, so that’s why it’s specifically them that I’m interested in.

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