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February 19, 2024

Metrc Support: Leveling up customer experience

Metrc Support: Leveling up customer experience

As Head of Customer Experience at Metrc, Wendi Odenhausen has a front-row seat into the inner workings of improving operations through customer-centricity. She recently sat down to answer some of the questions customers have and shared insights on the latest changes Metrc has made and the exciting developments to come.   

Wendi Odenhausen
Head of Customer Experience

What are you most excited about, and what is your top priority in your role?  

At Metrc, providing the best seed-to-sale track-and-trace systems is our top priority, however, historically, we fell short on delivering a frictionless customer experience. That is why we launched a new Customer Experience division in 2023 that is dedicated to meeting customer needs, helping make our systems more user-friendly and easier to navigate, and enhancing the overall experience customers have with the Metrc team.  

As the cannabis industry has continued to grow and mature at a tremendous pace, Metrc has shown an incredible ability to match that scale. Many companies take a “check-the-box” approach and state they gather customer feedback, Metrc is more actively collecting, listening, and acting on feedback received across all industry stakeholders to drive the business – and the industry – forward. For example, one of our licensee users recently wrote: “I appreciate you getting back to me, definitely didn’t expect my response to be read so that’s already a big step in the right direction…Just collecting the feedback and reaching out to understand people’s pain points has actually made my respect for Metrc increase.”  

Going forward, I’m most excited to help Metrc’s continued success by strengthening our customer experience capabilities across the board, because that will ultimately help the industry at large continue to thrive. 

How often do you review opportunities to improve the customer experience?  

Constantly. Typically, states or other industry stakeholders will request changes to functionality or updates to various resources, and we take steps internally to address these concerns and requests appropriately. We take a close look at all the feedback we receive and regularly go back to our content to ensure that user concerns or confusion are quickly addressed. We also look at support tickets with a high level of granularity and use that information to reassess our learning platforms and address any gaps that customers may struggle with.  

This approach is what sets Metrc apart from its competitors. Our support teams have been with us for a long time – they know and love the industry, and they are dedicated to working with customers to improve it. We aren’t just a call center – we’re a team of passionate experts who genuinely care about improving the experience for our customers. That’s why we take customer feedback seriously and do everything we can to implement it into our systems.  

What do you have planned for the future of Metrc customer support?  

We have a lot of exciting developments in the pipeline that are set to further improve the customer experience. In August 2023, we moved our system to Service Cloud, which has provided a wider array of new tools to better help customers work more efficiently with our support team, get their questions answered, and provide feedback.  

What exactly is Service Cloud?   

Service Cloud is a full-service customer service software by Salesforce, which makes it easier for customers to get to the right person to help them, and in turn, improves satisfaction and problem resolution. 

What are the benefits of Metrc’s new Support portal?   

Launching this new support portal was a major step forward in improving the overall customer and user experience with Metrc. The goal from the start has been to provide the following:

  • Greater visibility into cases and real-time status 
  • Faster resolution and shorter wait times 
  • Streamlined support with the ability to open a case in real-time through the portal or live chat
  • Access to help articles and support documentation  

Now, our customers and users can get in touch with our team quickly, and on our end, we can move even more swiftly to address specific needs.  

The other benefit is this update did not impact any user workflows when logging in to the Metrc system, and it takes only a few steps to get up and running in the new support portal. 

How do Metrc users access the portal? 

There is a one-time process for first-time users, which includes taking the following steps: 

  1. Navigate to and choose “Yes” to the question “Do you have Metrc Login Credentials”. 
  1. Choose “First time to Portal”. 
  1. Enter the username and Facility License Number; Then choose the respective state from the drop-down. 
  1. Provide the preferred email address for the support portal account and then choose next. This will generate an email to the email address entered with a verification number. 
  1. Enter the verification number from the email received into the pop-up box and choose next.   
  1. A new pop-up box will appear stating an email was sent to that address with a link to set a password. 
  1. Click on the link in the email received to change the password. Choose “Save Profile” once completed. 

Once these initial steps are completed, users can access the portal 24/7 through the direct portal link, or through a redirect link in the Metrc system, to navigate through Support cases, search articles and links, or contact Metrc Support directly via live chat or other contact options.  

What else would you like to share about the new Metrc Support portal, or customer experience in general? 

Metrc is excited to continue making changes and enhancements so we can truly become a customer-first, user-friendly organization that all our customers can rely on. That’s why we are working tirelessly to strengthen and grow our customer experience resources based on the feedback we receive. 

And, while I am extremely proud of the collaboration of our internal Metrc team for helping our Customer Experience group successfully launch this enhanced solution, we would not be where we are today without the valuable feedback we’ve received from our users across the nation. 

We welcome you to follow along on our continued journey and look forward to sharing more on the exciting developments to come!  

For all media inquiries please contact [email protected]

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