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A behind-the-scenes look at StorMan Support (#INTFSSBTS01)

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20150828 (Andy)   n/a   n/a   n/a   n/a

Introduction

StorMan's Support Team (read more about this via article #INTFITSS01) has been through a lot of changes over the last few years and we wanted to share with you the growth path from the year 2011, up to today - as well as provide an insight into how Support works, since we are continually striving to improve our service by working off the feedback provided by you - our customers.

If you have any feedback you would like to pass on in regards to Support you can do so at any time on our website, by emailing feedback@storman.com or by clicking on the feedback link at the bottom of any replies you receive to your Support tickets, from our Support Analysts.

 

Tools & Technologies

Ever wondered what StorMan Support looks like behind the scenes? Below you'll see a screenshot of "Bigscreen"; which is one of several pieces of technology we use. It allows us to collate all support requests in one place and prioritise them according to support plan and by severity e.g. sitedown emergencies etc. The colours on the screen indicate the status of a support request and where it lies within the SLA time frame;

  • Green means the ticket is within the SLA's time frame.
  • Orange means the ticket is within two hours of its SLA time frame.
  • Red indicates that the SLA time frame has not been met and thus it is at the top of the list as next in line to be worked on.

 

Support Team members will click on Take Next (at the top of the screen) in order to be allocated the next ticket in the work stack. So, in the example below, the next Support Analyst would click on Take Next and the red (overdue) ticket at the top of the list would be assigned to them, then the next analyst would get the next orange ticket below that and so on ensuring that the team stay within the SLA time frames.

Bigscreen

The big number in the red box on the left hand side of the screen indicates the number of overdue tickets for that country, when there are no overdue tickets the number in the green box indicates the exact number of tickets open for that country. So in the example above, Australia has one red overdue ticket, New Zealand has only two support tickets in total (which are both within the SLA time frame - hence the green), UK has 3 red overdue tickets and the USA has one ticket in total (which is also within the SLA time frame).

These work as quick references for us to easily monitor where the workloads are heaviest and where resource is required to keep the support tickets on track within the SLA time frames and "in the green"; thus ensuring that your support requests are responded to in a timely manner (as per the SLA time frames) and keeping you the customer happy and your business on track..

 

Your Support Team

You can meet our team via our website.

 

How does Support work?

Email tickets:

  1. Customer sends an email to support@storman.com (or lodges a ticket via our website).
  2. The ticket is automatically assigned a ticket number by our system.
  3. A Support Analyst picks up the ticket using our internal "take next" process.
  4. Ticket is worked on.
  5. If Developer assistance is required, the ticket will be escalated, worked on by the developer and then handed back to the Support Analyst for communication with the customer.
  6. Ticket is completed and customer is informed (verbally and / or via email).

Telephone tickets:

  1. The local StorMan Support line is telephoned by the customer.
  2. Our telephone system answers and asks the caller for their five-digit sitecode, to ensure Support is currently paid-up and available to the customer.
  3. The telephone system then asks the caller if the issue is a sitedown emergency. If so, the call is automatically tagged as such and is displayed on-screen to technicians who are logged into the telephone queue.
  4. The call is picked up by a Support Analyst and worked on. If no one is currently available, the call will go to voicemail, where a clear and concise message is required to be left by the caller so that we can better help and service the request. The voicemail then becomes a ticket (in the exact same system as email tickets) which is assigned a ticket number. If the caller had selected sitedown, then the voicemail ticket is automatically tagged as a sitedown. Just like email tickets, telephone voicemail tickets will then follow the above email ticket lodging process from step 2 onwards.
  5. A Support Analyst picks up the ticket using our internal "take next" process.
  6. Ticket is worked on.
  7. If Developer assistance is required, the ticket will be escalated, worked on by the developer and then handed back to the Support Analyst for communication with the customer.
  8. Ticket is completed and customer is informed (verbally and / or via email).

 

Things you said weren't working

  • Ticket response times were too slow.
  • Phones weren't being answered.
  • Support hours were too short.
  • Up-to-date knowledgebase articles weren't available for v9.
  • No changelogs for new versions detailing what was new and/or fixed in the release.
  • No priority support after upgrades.
  • No priority support for new implementations.
  • V9 upgrades were taking too long to roll out.


What we did to address those things:

  • Introduced the "Bigscreen" process to help us manage support SLA’s more efficiently and reduce customer wait times on ticket responses. We also added a dedicated Development Team Member to assist with the escalated tickets / process.
  • Updated our phone systems to integrate with the Bigscreen process. Updated sitedown phones to work on a priority line, so they can be answered as a priority (as staff are available).
  • As part of moving StorMan Support back to NZ, our operating hours were updated to roster coverage 8.30am - 5pm NZT as well as 8.30am-5pm (AEST) for Australia. In other words, some of our our New Zealand Support Team members work on a Sydney timezone.
  • We updated existing and added many new myStorMan knowledgebase articles for v9 users.
  • The StorMan software changelog has been updated and is being updated upon each new release.

 

Snap shot of Support changes over the last few years

2011:

  • With the on-going world economic recession, restructuring was required within StorMan Support. A reduction in staff by 50% occurred in late 2011 / early 2012.
  • Introduction of StorMan Support SLA's .
  • Bigscreen was introduced (one of several new internal tools used for tracking Support SLA’s and managing tickets). The Support Team use this as their primary tool.
  • Introduction of a "Gone in 30 minutes" policy, which is an internal Support escalation process. Once a staff member takes a ticket they need to have assessed whether or not they can resolve it in 30 minutes or less and, if not, it is escalated to the dedicated Development team member for resolution or assistance.
  • The ability to lodge a ticket via myStorMan and have it integrate with the Bigscreen and allow client tracking of their ticket.

2012:

  • Support operating on 50% less staff than previous year.
  • Support Team moved from the Brisbane office to be manned and managed out of the Auckland (Head office) in New Zealand.
  • Support hours in Australia were adjusted to be covered from New Zealand. In other words, some of our our New Zealand Support Team members work on a Sydney timezone.
  • Introduction of the StorMan Store for the purchase of StorMan services eg. Training, Pre-made reports, SMS credits etc.
  • Contracted temporary staff to work on the v9 upgrades.

2013:

  • Hired two new Support Team analysts.
  • Hired an additional (dedicated) staff member, purely for v9 upgrades.
  • Support Team numbers now back up at pre-recession levels.

2014:

  • Skeleton weekend support was established to help with support on Saturday, as well as sitedown emergencies on Sundays.
  • Friday support hours extended until 7pm NZ time to help cover Australia.
  • StorMan acquired by Ezidebit (read more).
  • Started a benchmarking survey to help you rate and improve our business.

2015:

  • Big Screen transferred to a huge monitor at our Auckland office, to have company-wide visibility on tickets to be worked on.
  • Video cameras installed in both Brisbane and Auckland offices to provide company culture-building and promote cohesiveness.
  • Team lead appointed to manage ticket response and allocate resources for critical issues and complaints.
  • Support Angel established, to have a faster escalation process and provide "support for support" for difficult tickets.
  • Reporting for ticket types that help training and testing be more focused.
  • Hold meeting with larger clients to gather data on what they need help in, and coordinating with Training for PowerSessions (view our upcoming training).

 

Need more information?

Please contact our Support Team Leader via support@storman.com or leave your feedback online (or via feedback@storman.com).

Related articles:   Article tags:   How did we do?
         
 

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