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No software product will achieve its potential without excellent technical support. The publishers of the enterprise software we represent require us to be the first line of technical support. This is just one of the reasons why they require a high level of training, testing and certification of our staff.
It is important to understand that the products we represent historically have very few software errors and when compared with competing products, the errors are generally trivial. This is another reason we have the responsibility of first line support.
We provide support to clients via many mediums - telephone, e-mail, remote access (web access via Citrix GoTo Meeting - a secure connection), FTP, fax, and onsite. In order to provide our staff with exposure to all types of clients and minimize “support desk burnout”, all technical staff is rotated on the support desk. This also benefits you, because our staff is constantly building their experience from both the support interactions and their primary client responsibilities/projects.
We have developed extensive systems to log and track all support requests, which is fully integrated with our development and documentation system. These not only help us assure prompt and appropriate responses, but also to identify issues that recur, thus allowing us to take a more proactive approach in adjusting training or communicating usage tips to clients. Additionally, it allows us to evaluate the calls your organization places; this often results in suggestions regarding employee training, infrastructure issues, or even problem users.
A more complete description of our support process and statistics can be found here. (PDF)
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