At Omni, our success is tied to that of our customers. This core belief shapes every decision we make — from company strategy to how we show up daily.
We work hard to deeply understand our customers: how they use data, their challenges, and how we can help them succeed. This applies to everyone at Omni — founders, engineers, marketers, sales, product, and support. Omnis are curious about data and solving problems, and about the people behind the screen.
I especially appreciate the efficiency of communication via chat. Messaging on Slack or Teams feels a lot more like talking to a coworker than a ticketing system does, and I’ve seen how this supports delightful interactions and better collaboration. Chat messages are natural and fast to write, whereas emails tend to be formal and take longer to compose. Our VP of Product Arielle can simply drop a quick message in a few customer channels when she needs beta testers.
“The Omni team was really responsive in Slack and completely onboard to help us debug issues or explain how to implement our ideas.”Naturally, we answer a lot of one-off questions like, “How do I run this specific type of analysis?” or “How do I resolve this error?” But we also get to advise on broader data challenges, like finding the right tool or handling complex data structures.
This is part of the reason that I don’t like using time-to-resolution as a support metric. I worry it incentivizes teams to close out conversations as soon as possible, rather than taking the time to fully understand and address the root problem. Of course, I care that we respond and find solutions for our customers quickly. But to make customers truly successful, the relationship and support has to be ongoing, and we’ll never really be “done.
To try Omni, data teams have to believe that better BI could exist — an inherently open-minded and optimistic point of view. And that’s exactly how our customers are. It’s the best thing about my job: I get to work with people who are passionate and curious about data, and excited about Omni and our vision for the future.Rob Adler, Senior Director of Data & Analytics at Tapcheck
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