36 TOPS People & Places

Corporate Corner: Change Is Good

Our Technical Support organization has been vigorously reviewing your surveys and looking at ways to enhance our customer satisfaction level and the customer experience.

One area we are redefining is our escalation process for customer cases that cannot be easily resolved by a technician on the phone. With our tracking software, our technician will escalate the problem to management. Management will work with the Technical Support and QA organizations to validate the issue and determine the proper course of action. Once the proper course of action is determined, the issue is logged into our tracking system to monitor it through the various stages until final resolution. Once a resolution has been achieved, all customers with a similar problem or issue will be notified of the resolution by email. The resolution will also be posted on the program updates web page of our web site.

We are also exploring the expansion of our phone system capabilities. One of the features we want to offer is the ability to allow customers the option to be placed on hold in a priority queuing system instead of having to wait for a call back from a technician. The priority queuing system will most likely be based on the type of support plan a customer has subscribed to. We are still defining the processes and working with our equipment supplier to develop a best practices scenario.

These are only a few of the items we are working on, to improve your customer experience with TOPS Software.

By: Dave Black, Sr. Vice President

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