Based in Boulder, Colorado, Amadeus Consulting has extensive experience creating all types of custom software solutions. Specifically, these are software systems that do not exist anywhere else, and are built to solve a specific need, which cannot be solved effectively by off-the-shelf software.

As we have expanded to fill additional needs, we have transferred our "custom" approach to other services, including one area that is traditionally challenging for technology companies: Customer Service. By taking a fresh look at the process and organization of support teams, we have been able to build a custom solution that better serves its clients and provides a unique level of service.

Creating an Effective Support System

One challenge in software support is that problems are often very technical in nature and cannot always be solved over the phone (though quick resolution is always important). This puts extra challenges on the support team, and requires a process that generally has multiple layers of technicians.

However, we wanted to create a unique solution that made it as efficient as possible for clients to get issues resolved. In order to do that as a company, we created a list of requirements we felt were necessary to make the support process a success. These included items that we felt were both important to clients and support personnel. Specifically, we felt that the support staff should be able to:

• Speak directly to the person reporting the problem immediately, without relying on an intermediary to relay the problem and information

• Have an existing understanding of a client’s systems

• Be able to understand the technical aspects of the problem

• Have the authority and technical ability to fix the problem

• Have the authority to assign other people to assist in fixing the problem

• Be able to follow the problem until its resolution

• Be the point of contact for the customer throughout the process to ensure constant and accurate communication throughout the resolution

• Be able to follow-up with the client after the resolution to ensure the client is satisfied with the results.

These specific requirements helped to create Amadeus Consulting’s support process. It also guided the requirements for the professionals that would comprise the support team, how the team would be organized to work effectively with clients, and how they would work with the internal development staff. This resulted in a few changes from the traditional support model. Specifically:

• The support team is staffed with skilled developers, rather than just basic tech-support or customer service. This eliminates unnecessary service redundancies and allows for a more efficient team.

• All support staff are on site (not outsourced) so they can coordinate with other developers and work with clients during the initial phases of projects, rather than "inheriting" it at the end.

• Each support team member is paired with a client account. They work with the client over a longer period of time and understand the client’s needs, the software and technology involved, and can even help remotely monitor and target problems before they occur.

• Each member of the team is empowered to bring in other support resources and other developers as needed to help solve problems as quickly as possible.

This allows the company to customize support services to a specific client’s need, and to do so in a very efficient and cost effective manner. You can also visit the Amadeus Consulting software support page to learn more about how their unique team is able to offer a wide range of customized support solutions.

Evaluating What Makes a Process Successful

With any type of customer service, support, or similar assistance, success can be hard to measure. From a company perspective, quality service costs money, but also has a very high impact in terms of keeping customers happy – which makes them more likely to continue the business relationship, make recommendations, or come back for additional projects.

Evaluating what makes a process successful can be a challenge, but it often includes one of customer service’s most basic tasks: talking to people and understanding how they feel about the service they are receiving.

This will help you determine if you are meeting your expectations, and the client’s expectations. This will also help you continue to provide specific customizations to a client’s support plan, which can help better serve their needs.