As I watch our company grow from a small team to a larger company, it is extremely important to me to ensure our support, customer service, and ability to strategically solve customer problems, grows at the same pace or better than the number of customers or demands of our marketplace. Since continuous improvement is one of our core values at Adventos™, I am excited to announce the addition of a new tool to better manage our customer support processes and give us insight into key areas of customer service our customers value most. At Adventos™, we call our support “Assurance”, as in you are assured our software will work as promised and you are confident we’ll have your back.
This new tool is a Centralized Software Management System for handling support requests. Here are its benefits:
Centralization
All customer support issues will be managed via support tickets and organized in one central system. This reduces the risk of an e-mail or phone conversation containing key information being lost or filed incorrectly. We are essentially making one small change to our current customer support system, but the pay offs will be great for our customers, as well as our deployment and development teams.
Transparency
For issues that are more complex and can’t be resolved immediately, customers can see “at a glance” the status of their ticket, as well as the person working on the issue. This should give customers “a peace of mind” knowing their problems are assigned and progressing to resolution.
Product and Training Improvement
By organizing our customer support system, we’re able to perform an analysis on repetitive ticket items. Improvements to either our Smart Solutions or the training we provide will undoubtedly help each user’s experience.
Ensures Continuity
If a Customer Service team member is promoted or leaves the team, issues can be quickly reassigned, making sure no ticket falls through the cracks. All information stays in one place, with easy access.
Our goal with this change is to maintain our “top-shelf” customer service you’ve come to expect, so you and your agency can operate at the highest levels of efficiency. We are excited about the improvements to our Assurance Support System and look forward to your continued success.
