Customer Success

Our goal is to make our customers incredibly successful.

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Customer Support

We Measure Our Success by Yours

Going live on Ridgeline is the first step in the journey.  We have built a robust customer service function to support our customers in perpetuity.

Each member of Ridgeline’s customer support and account management team is guided by a simple mantra: “Make our customers incredibly successful.” We are empowered to advocate for our customers to ensure your firm’s success with Ridgeline at every step.

Ticketing System

Customers can contact Product Support & Customer Service 24/7/365 via our Zendesk ticketing system.

  • Real-time, agent-staffed "live chat" and ticketing system via Zendesk that tracks all customer requests and manages correspondence
  • Auto-routing of customer and product issues based on the topic or area to the appropriate analyst
  • Auto-escalation based on the customer’s selection of severity level for response times within minutes on high-priority issues
  • Automatic ticket confirmation email with a tracking number for future reference
  • A Support Portal to view, manage, and comment on all of your tickets
Account Management

Ridgeline provides our customers with Account Managers focused on your long-term success. Our Account Managers build connections with your team, understand the history, nuances, and particulars of your business, and provide guidance and best practices to ensure you’re achieving your objectives.

With Ridgeline, there is no renewal rigmarole. There is complete pricing and product transparency. We want you to love working with our account management and customer success teams and see us as your long-term partner.

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Product Support
  • Product troubleshooting
  • Integration troubleshooting
  • Trade execution support
  • System availability
  • Enhancement requests
  • Product bug fixes automatically pushed to all customers
Customer Service
  • Invoice and payment questions
  • Tenant access, creation, copying, deleting
  • Login assistance
  • Account updates
  • General inquiries
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We look forward to giving you a customized demo of the Ridgeline platform.
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