ServiceChannel’s Silver Anniversary Salutes: Brittany West

Professional journeys sometimes double as coming-of-age stories. Take Brittany West, for example, whose summer job at ServiceChannel she started at the age of 15 turned into a 19-year career characterized by remarkable professional growth. From the very beginning, Brittany tackled important tasks — and often, novel ones — as the company treaded into uncharted territories.

The Customer Support Trailblazer

Brittany started working for ServiceChannel in 2005 and worked part-time until she graduated. Today, she’s with the Learning and Development team, but she’s also known for the significant role she played in creating the Customer Support team from scratch, responding to a growing need for customer service at the time.

Customers and service providers had little familiarity with digital products and even less with converting analog information, such as work orders or invoices, into data. Brittany quickly mastered the system and stepped up to fill the void, becoming a pioneering member of the customer support department. In her multifaceted role, she adeptly handled a variety of tasks that came her way, from manually submitting invoices to creating onboarding videos for brands such as Walmart. “Seeing where we started to where we are today, it’s mind-blowing,” she says.

Brittany isn’t relying just on herself anymore but on an entire customer success department and a vast library of training materials and tools. In her current role as a customer trainer, Brittany spends anywhere from six months to one year guiding those who use the platform through the different modules and features. Thanks to almost two decades of experience, she can slow down or speed up the onboarding process and tailor it to various levels of digital proficiencies, “Number one is moving with patience, and gauging speed.”

Inspiring Customer Success Beyond Training

When asked about the biggest change she’s noticed in the industry over the years, Brittany is quick to respond: analytics. Actionable data has been a game-changer not only for ServiceChannel but also for her career. In the beginning, Brittany educated customers on digitizing their work orders or invoices and using ServiceChannel as a system of record. As the platform evolved, she was also able to show them how to interpret the insights and trends that the data revealed. Brittany explains the impact of analytics, “Clients have access to one platform that allows them to not only to handle the facility management aspects of the day to day, but also the analytics to drive their business decisions.” For instance, a few recent client discussions about the importance of monitoring refrigerant usage to optimize spend and stay compliant with governmental regulations has resulted in those clients signing up for that feature. “They’ll be on my calendar very soon to start training their external providers on how to capture refrigerant use,” she says.

Having a front-row seat to these transformative changes has fueled Brittany’s anticipation for what’s next. Inspired by how AI is enhancing the power of data, she and her team are currently brainstorming ways AI assistants could help customers beyond the onboarding process. For instance, AI could extract insights from the collected data in seconds and help customers make projections based on current trends.

Growing and Innovating Together

As we mark our 25^th anniversary, we celebrate the individuals who drive our innovation — like Brittany. Her story affirms our ethos: a relentless pursuit of progress, with a focus on empowering our customers. Thank you, Brittany, the heart of ServiceChannel’s spirit, as we look forward to a future filled with endless possibilities.