The People Behind the Software: Your Success is our Mission

Customer Success and Support at Pedigree Technologies 

At Pedigree Technologies, delivering powerful software is just the beginning. What truly makes our technology work for our customers is the team standing behind it. Our Customer Success and Support teams are dedicated to helping customers not just use our software, but thrive with it. 

From the first day you log into OneView to the moment you need help resolving an issue, these teams are by your side, ensuring you're getting the most value possible from your investment. 

Your Strategic Partner for Success 

Our Customer Success Managers are the go-to experts for everything OneView. Think of them as your strategic partner, guiding, supporting, and advocating for your success at every turn. 

Each customer is paired with a dedicated CSM who becomes their main point of contact for nearly everything. Whether it’s training a new team member, answering product questions, renewing a contract, helping with billing, or ordering hardware, your CSM is there to help. They even help communicate new features, assist with support cases, and conduct business reviews to ensure you're always moving forward. 

Pedigree's customer success approach is proactive, not reactive. They regularly create dashboards, analyze data, and offer personalized recommendations, often without being asked, to make sure the customer experience is seamless and valuable. They even monitor new users in OneView and reach out to ensure they get the training they need.

“When you solve a problem for a customer, it’s such a big win. We go above and beyond to make that happen,” says Hadley, Customer Success Manager. 

This “white glove” service means our team is always doing more than expected to improve the OneView experience. They are true advocates who go to bat for customers, making sure that our customers are utilizing the robust platform to its fullest potential. 

Customer Support: 24/7 Help When You Need It Most 

Great software needs great support, and that’s exactly what Pedigree delivers. Our Customer Support team is 24/7, U.S.-based, and located right at our headquarters in Fargo, North Dakota. 

Whether you’re troubleshooting a device, pulling compliance reports, or need help navigating the platform, our support team is ready to help anytime. They are often the first point of contact and work closely with our account management, training, and product teams to resolve issues quickly and thoroughly. 

Empathy is at the core of their approach. The support team understands how frustrating tech problems can be, and they take the time to really listen, analyze, and dig into the details. Because terminology and needs can vary by region and industry, they ask the right questions to get to the root of the issue and find a resolution faster. 

The team’s goal is to answer calls within a minute and respond to emails within 30 minutes. Their first-call resolution rate is a point of pride, and when additional expertise is needed, they seamlessly loop in product or training teams to get the job done right. 

Genevieve Meneses explains her proactive approach:

Working Together to Drive Results 

What sets Pedigree’s customer experience apart is the way our teams collaborate behind the scenes. Customer Success Managers and Customer Support work closely with departments like Training, Product Development, and Sales to deliver a seamless and informed experience across every touchpoint. 

Insights gathered from real conversations with customers are shared across teams to continuously improve OneView. Whether it’s suggesting new features, refining user permissions, or identifying better workflows, customer feedback is a key driver in how our platform evolves. 

It’s not just about resolving issues, it’s about anticipating needs, building stronger tools, and ensuring every customer gets the most value from their solution. 

More Than Support--A True Partnership 

At Pedigree, Customer Success and Support are not just reactive resources. They’re proactive partners invested in your long-term success. They take the time to understand your operation, your goals, and the obstacles you face. Then they work side by side with you to help reach the next level in your business. 

Your growth drives everything we do. And we’re here to help make it happen. That’s why we offer around-the-clock, U.S.-based support and a dedicated Customer Success Manager who’s always in your corner. 

Want to experience the difference our customer teams can make? Contact us, we’d love to show you how we support your success.