Risk and Safety Solutions (RSS) sets itself apart from its competitors with our ongoing, hands-on support for clients. Many software companies only provide training at implementation and then step back. But at RSS, we believe customer success doesn’t end after onboarding—it’s an ongoing partnership.
A prime example of this is our Embed program, where members of our Customer Success Team (CST) dedicate on-site days to working directly with clients. These visits allow us to answer questions, troubleshoot challenges, and introduce new features—ensuring our software continually adapts to client needs.
Recently, I had the opportunity to shadow Tom Patterson, our lead trainer and senior CST member, during an on-site visit to UC Merced. From the moment we arrived, it was clear how much this face-to-face support matters. The EHS team welcomed Tom like a trusted partner, and after a quick round of greetings, he sat down with Melissa Russell, Chemical Hygiene Officer.
“One of the most valuable assets of on-site days is the face-to-face connection and support for our customers,” Tom shared. “It’s about building relationships so that clients feel comfortable sharing what’s working and what isn’t.”
Customized Training for Real-World Needs
After checking in with the Merced team, Tom led two customized training sessions, one in the morning and one in the afternoon. While each campus promotes the training sessions internally, our CST embed ensures that the content is adapted to suit attendees’ needs in real time.
For example, the morning session at UC Merced focused on chemical inventory management, a pressing concern for lab managers who need to ensure compliance. The afternoon session, in contrast, provided a deep dive into lab hazard assessments, catering to researchers and safety officers navigating evolving safety standards.
Why On-Site Support Matters
The EHS team at UC Merced has a critical mission: ensuring the safety of students, staff, and faculty while managing over 100 research labs. Their responsibilities span workplace safety, environmental programs, PPE management, compliance, and training—making risk management an ongoing challenge.
By offering on-site CST support, RSS helps make risk management a little easier. Our approach ensures that campuses not only understand how to use our software but also have direct input into its evolution. Many of the enhancements we’ve made over the years stem from insights gained during these visits.
“Our software was built and improved through customer feedback,” Tom explained. “The CST program ensures we’re not just providing a tool—we’re creating solutions based on real-world challenges.”
At RSS, our commitment to customer success goes beyond providing software—it’s about building lasting partnerships. By working alongside our users, we ensure they receive the support, training, and tools needed to adapt to evolving challenges. In the complex field of risk and safety management, RSS remains a trusted partner, helping clients navigate it with confidence and clarity.
Author
Emily Slonim
Lead Communications Analyst
Risk and Safety Solutions