Support
 at 

Turnitin

Head count:
100

Pain Points

Pain point 1

The support department at Turnitin may struggle with the high volume of customer inquiries and technical issues related to the diverse range of products and services offered by the company. With a global presence and a comprehensive suite of solutions used by over 16,000 academic institutions, publishers, and corporations, the support team may face challenges in effectively addressing the unique needs and technical queries of such a wide-ranging customer base. This could lead to delays in issue resolution, prolonged response times, and potential customer dissatisfaction, ultimately impacting the company's reputation for quality support and service.

Pain point 2

Given Turnitin's focus on promoting academic integrity and original thinking skills among students, the support department may encounter difficulties in effectively assisting educators in utilizing the robust plagiarism detection technology provided by Turnitin. Educators may require extensive guidance in identifying various forms of unoriginal work, including traditional plagiarism and emerging trends like AI writing and paraphrasing. Without adequate support and training, educators may struggle to maximize the use of these technological tools, hindering their efforts to promote academic honesty and fair assessment practices within their institutions.

Pain point 3

The support team at Turnitin faces the challenge of staying updated and proficient in a wide array of cutting-edge technologies leveraged by the company to ensure effective plagiarism detection systems. From artificial intelligence (AI) for text analysis to ASP.NET frameworks for system development and Amazon AWS for hosting infrastructure, the support representatives must possess in-depth technical knowledge to troubleshoot complex issues related to these technologies. Failure to do so may result in prolonged resolution times for technical challenges, leading to customer dissatisfaction and potential loss of trust in Turnitin's commitment to providing advanced, reliable educational technology solutions.

A sample email template when selling to this department

To:
Cc:
Subject: Streamline Your Support - Maximize Academic Integrity at Turnitin
From:
Best regards,
{{sender.first_name}}

How to win when selling to this department

Understanding the Department's Objectives

To craft a successful sales strategy for Turnitin's support department, it is essential to acknowledge their principal objectives. The department aims to efficiently manage the high volume of customer inquiries and technical issues stemming from a diverse product range, used across large academic, publishing, and corporate segments. The support team aspires to provide prompt resolutions to technical queries to prevent delays and dissatisfaction among users. Additionally, they seek to empower educators with the tools necessary for detecting various forms of unoriginal work. Ultimately, the success of the support department is measured by its ability to maintain Turnitin's reputation for quality service, uphold academic integrity, and enhance the user experience through expert troubleshooting of complex technology-related issues.

Cultivating Departmental Personas

The sales approach must be tailored to resonate with the personas represented in Turnitin's support department. This includes highly competent technical staff proficient in AI text analysis, ASP.NET frameworks, Amazon AWS infrastructure, and other advanced technologies. These individuals value solutions that facilitate ongoing learning and improve service delivery efficiency. A persona-based strategy should also consider educators within support roles who seek simplicity in identifying plagiarism and robust training resources. Understanding these personas provides insight into creating personalized sales messaging that addresses unique professional needs and pain points.

Aligning Solutions with Departmental Needs

Offer an integrated solution that aligns with Turnitin's support department needs by addressing their high volume of inquiries and diverse customer base. This could be an advanced customer relationship management (CRM) system equipped with AI-powered analytics to prioritize customer tickets based on urgency and complexity or provide predictive insights for common issues. Enhancing knowledge management and sharing across global offices can also prove beneficial. Training modules on latest AI writing trends and paraphrasing detection methods will arm the support team with necessary skills for addressing evolving academic integrity challenges. Integrating cloud-based platforms compatible with their existing tech stack including Amazon AWS can smoothen operational workflows.

Strategic Relationship Building

Strategic relationship building with Turnitin's support department requires leveraging insights from their technological footprint and market presence to establish credibility and trust. Engage key decision-makers by highlighting case studies or testimonials that demonstrate how similar education technology companies enhanced their support capabilities using your solutions. Regularly offer valuable industry insights, such as webinars on emerging AI writing trends that are relevant to their mission of maintaining academic integrity. Building relationships over time through consistent, meaningful interactions is vital for gaining the department's confidence in your products or services.

Effective Outreach Strategies

Designing effective outreach strategies entails utilizing a multi-channel approach tailored to Turnitin's communication preferences. Connect via LinkedIn using tailored messaging that speaks to their innovative use of technology in supporting academic integrity or comment on recent news shared on their Twitter account to start a conversation. Leverage insights from personalized experiences with other educational technology clients when reaching out via email or phone, ensuring that each touchpoint adds value to Turnitin's objectives. Structured follow-ups after initial contact can include inviting them to webinars or sending white papers that align with their interests posted on Turnitin’s blog or noted in media communications.