New Structure Sees Support Soar

Jack Simpson

Head of Marketing and Communications

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Our support department has always been praised by our customers. Providing comprehensive technical support 24 hours a day, 363 days a year, we are committed to delivering excellent customer service. Now, under a new approach, our service is even better.

A recent restructuring of our support and development teams has resulted in a record low number of open support cases. Issues raised by our customers are being resolved more quickly due to a more cooperative set up.

Support Administrators, Kat and Faiza are delivering a friendly service to our clients while liaising with our Software Engineers and providing administrative support. This frees up the time of our Software Engineers to concentrate on investigating issues.

Under the new structure, all our developers can work on support cases rather than having a few who work on support cases full time. Having more developers available means a faster response when we have urgent cases or a number of cases at once. It’s also important for knowledge sharing and ensuring our Software Engineers are multi-skilled in every area of the software development cycle.

It’s great to see such significant tangible results after only a few weeks of the new structure. And it just keeps getting better!