Ben joined StorMan Software in 2002 and is now StorMan's Australian General Manager.

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Hello again. Many of you would have noticed that we have implemented a new ticketing system for your support requests. This system will allow us to prioritise and manage our workloads far better than we have in the past. This will also bring together the 3 support offices around the world so that we can all see the same thing at the same time. This is particularly important for those requests that we need to send to the development team to look at or those that we need to research internally.

Overall this new system will allow us to respond to your support request but more importantly we will be able to in the near future give you, our customers, the ability to login and track these items for yourself so that you can see where the issue is and who is dealing with it at any given time. This transparency will enable you as the user to have a clear and uncomplicated way of seeing what is happening. This of course is for those support requests that take a little longer to solve. For the ones we can solve quickly then you will as usual hear from one of our techs and we will help you as per normal service.

The ticketing system works the following way. You will email or call as per usual but now when these are lodged in our system they will be assigned a ticket number. Once this number has been assigned they are then assigned a staff member and a priority. This is hard to do if we just get a phone message that says call me or you send an email that says its broken…. So the more information you can give us the better. Once we believe we have solved the problem we will then mark the issue as resolved and the system will send you an email stating that. At this point the system will automatically close the issue within a given time frame should you not respond. If you do respond then it will reopen the issue and slot you back into the queue.

We believe that this is a better way than we have had before of helping you with the software. Thanks for your patience and we are all looking forward to delivering the best service that we can to you, our valued customer.
 
Regards,
Ben.

Other posts by this author...  Software ergonomics (01/07/08) The importance of team-building (13/06/08) Storage King Conference (30/05/08) Kiosks - What are they, and why would I want one? (16/05/08) What are the main dangers for your business when handling a customer's private data? (09/05/08) The Standard Self Storage Agreement (21/04/08) Finance your software (18/03/08) Insomniac Self Storage Kiosks come to Brisbane! (11/03/08) Kiosks complement, not replace, staff (07/03/08) Welcoming Steven... (05/03/08) Take it off-site! Why off-site backups are so important (23/01/08) 4 things that your software should do well (28/11/07) Kiosks - Why should I use one? (09/11/07) Our Technical Support 'Ticketing System' (01/11/07) SSAA Hamilton Island Conference - Training Session (31/10/07) Our new 'Sales & Quoting' module (30/10/07) National Storage Training (29/10/07)

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