Customer Success

At Forensic Analytics, we take pride in delivering products that not only meet your needs but exceeds your expectations. Our commitment doesn’t end at implementation; with a team of industry experts by your side, we’re committed to your success and driving value from day one.

Our dedicated Customer Success Managers (CSMs) serve as your consistent, reliable point of contact, empowering you with the tools, knowledge, and support you need to maximise the value of our products. Through tailored success planning, proactive communication, and expert guidance, we help you stay informed, deliver impact, and drive value to achieve your goals with confidence.

Our Team

At Forensic Analytics, we take pride in our dynamic team of experts within our Customer Success division. Our team comprises individuals with decades of investigative law enforcement experience as Inspectors, Detective Sergeants, expert witnesses, and analysts.

Their extensive knowledge and proficiency in utilising FA products includes achieving operational results across County Lines, Human Trafficking and Exploitation, Organised Crime, Missing Person and Operation Atlas - the new application of digital investigation tactics to domestic abuse and stalking investigations provide them with first-hand experience. This enables them to effectively assist our customers in leveraging our products to achieve swift, accurate results that stand up to scrutiny in court.

  • Stacey Duff

    Customer Success Director

  • Mel Lamb

    Senior Customer Success Manager

  • Ben Baker

    Customer Success Manager

  • Ben Chieffo

    Customer Success Manager

  • Brian Connor

    Customer Success Manager

What We Offer

  • Primary Point of Contact

    Your designated CSM will serve as your main liaison after implementation. We maintain regular engagement with users and key stakeholders to understand your evolving needs and outward pressures. Your CSM will work with you on a Success Plan that ensures you are getting value from the product and return on your investment. They can address product-related questions and assist in best practices and efficiencies to meet your outcomes. Along the way they will provide insights into product features and enhancements and much more.

  • Onboarding & Continued Support

    Our team look to facilitate a smooth onboarding experience by conducting regular check-ins and Q&A sessions. We understand that change within the first few months can be time consuming, and as a team we ensure the product is functioning as expected and configured correctly for your individual needs. We are here to support in the transition and beyond with ongoing follow-up meetings to proactively address any concerns or challenges, equipping you with the knowledge to meet your outcomes.

  • Proactive Communication

    Our team keep customers informed by sharing updates on new features, product releases, and industry best practices to help them maximise the value of the solution.

  • Escalation & Issue Management

    Our CSMs support in ensuring timely resolution of technical or operational issues in collaboration with the support team, software services, and other departments across Forensic Analytics. We will serve as your voice internally, advocating for your needs and driving resolution.

Our Post Implementation Program

  • Getting Started

    New users will receive access to an introductory e-learning module that covers the fundamentals of the platform. This is followed by role-based, small-group sessions led by your CSM, tailored to your specific responsibilities and platform use cases.

  • On-Demand Resources

    A library of recorded sessions, user manuals, and step-by-step guides will be available for self-paced learning, allowing you to revisit key content as needed.

  • Q&A Sessions

    Live Q&A sessions led by your CSM are available to address specific features, use cases, or challenges you may encounter, providing direct support and hands-on guidance.

On-Going Learning opportunities

  • Certified Training (paid)

    Training courses are available for purchase to deepen your expertise in complex scenarios, platform features, and data handling. Offered via e-learning or interactive group sessions, they include guided assessments and exercises for better retention.

  • User Clinics

    Our team at Forensic Analytics host regular user clinics focused on advanced topics, product updates, and new features, ensuring that you stay informed and get the most out of the platform.

  • Customer Portal Access

    All customers have access to a dedicated portal that includes a comprehensive knowledge base featuring FAQs, "how-to" videos, troubleshooting guides, product release notes, and more to support continuous learning and self-service assistance.

Click for Customer Portal