Meet Laura Petersen, a woman whose warm smile and gentle demeanor belie a fierce determination and unwavering commitment to her work. As the Team Lead of Technical Support at ALLPLAN, Laura’s passion for problem-solving and dedication to customer satisfaction shine through in everything she does. During her seven years at the company, Laura’s impressive journey is one of continuous growth and dedication to excellence.
But what drives Laura? What sparked her passion for technical support, and how did she become such an invaluable asset to the ALLPLAN user community? Keep reading to discover a story of embracing unexpected paths, discovering hidden talents, and finding fulfillment in helping others succeed.
A Foundation in Engineering
Laura’s journey began with a solid foundation in civil engineering. She pursued her Bachelor’s degree in Karlsruhe, where her academic achievements were matched by a growing curiosity about the software tools that support engineering projects. It was during her Master’s studies in Munich that Laura’s career took an unexpected yet fortuitous turn.
While working on her Master’s thesis, Laura delved into 3D design and analysis processes, evaluating various software applications. This experience ignited a passion for the software industry, revealing an affinity for the technical aspects of engineering that went beyond traditional construction roles. Despite initially gaining practical experience in a construction planning office, Laura realized that her true calling lay in the realm of software and technical support.
Laura’s analytical nature and problem-solving skills were perfectly suited for the software industry. Her ability to evaluate software and identify areas for improvement made her a natural fit for the technical support field. With a desire to bridge the gap between software solutions and user needs, Laura embarked on a journey that would lead her to ALLPLAN.
Discovering a New Path
Laura’s transition to ALLPLAN marked a pivotal moment in her career. Drawn by the company’s reputation as a leader in the architecture, engineering, and construction (AEC) software industry, she saw an opportunity to merge her engineering background with her growing interest in technology. It was the perfect environment for Laura to leverage her skills and contribute to innovative solutions.
When Laura joined ALLPLAN over seven years ago, she began in the technical support team. The role was an ideal fit, combining her technical expertise with her passion for problem-solving and customer interaction. Laura quickly showcased her ability to dissect complex issues and provide effective solutions. Her enthusiasm for continuous learning and her innate ability to improve the customer experience and exceed expectations shone through.
With knowledge of civil engineering and practical experience with structural analysis software this provided unique insights into the challenges faced by ALLPLAN’s customers. This background enabled Laura to address their inquiries with empathy and precision, fostering strong relationships built on trust and reliability. Her dedication to improving customer satisfaction and her proactive approach to problem-solving paving the way for her being promoted twice to her current role.
Driving Success
A notable recent accomplishment to better serve ALLPLAN customers has been implementing the Service Cloud. “As a key user, I was deeply involved in testing and adapting the platform to meet the specific needs of the technical support team. It was vital that we ensured that this initiative not only streamlined workflows but also enhanced the efficiency and responsiveness of our customer support services.”
It’s not just all about leveraging technology for operational success, though. “It’s about championing initiatives to improve communication channels and feedback mechanisms, ensuring that customers’ voices are heard, and feedback is integrated.” Laura’s empathetic approach and dedication to resolving all manner of challenging queries have resulted in many positive experiences for ALLPLAN’s customers.
One aspect of this has been a key role in bridging the gap between technical support and product management. Laura’s involvement ensures that valuable customer insights are integrated into product development, leading to continuous improvements and innovations in ALLPLAN’s software offerings.
A Balancing Act
Outside of her professional achievements, Laura brings the same dedication and passion to her personal life. She finds balance through a variety of interests that keep her grounded and energized.
A certified yoga instructor, Laura is passionate about the practice and teaches yoga in her spare time. She finds that yoga not only improves wellbeing but also enhances her ability to stay focused. This proves invaluable in her role at ALLPLAN, where maintaining dedication has been the key to her successful management of customer inquiries and team dynamics.
In addition to yoga, Laura loves spending time in nature, whether it’s running through the scenic trails around Munich or cooking healthy meals from locally sourced ingredients. Traveling is another of Laura’s passions, with a particular love for seaside destinations where she can indulge in surfing. These adventures not only provide a refreshing break from her routine but also offer new perspectives and inspirations that she brings back to her professional life.
Creating Meaning and Impact
Laura’s blend of technical expertise, empathetic leadership, and personal balance offers a compelling example of how professional life and personal well-being can go hand in hand. Her ability to navigate, resolve and excel, uncover her true capabilities, and make a meaningful impact on others is inspiring.
As Laura continues to lead, mentor, and innovate, her impact will undoubtedly grow and her commitment to excellence and ability to inspire those around her ensure the very best approach to service for ALLPLAN’s valued customers.
