In one of the previous weeks we launched the series of tech events under the aegis #madeincotroceni with the intention of building a community around technology. The time has come to share with you another chapter of our plan for 2020, a chapter based on one of the pillars of existence CodingTech: we exist to pamper our customers.
More specifically, we intend to get closer and closer to you, so that we can grow together. Step by step, initiative by initiative, we are focusing our philosophy of existence on customers, iteratively, from one day to the next, from one month to the next. And we will respect this intention in every project we lead or in every interaction we have, whether we are talking about services, CONSULTANCY or building software solutions.
Today we detail some of the plans we have at the team level. Operations
(Support – in an IT industry sense).
One of the main conditions for getting closer to you is to rethink the way we learn about your needs, preferences and requirements. In other words, we want to elevate the way we keep your ticket history in relation to CodingTech, so that we can learn the aforementioned lessons, better manage activities and deliverables, analyze and improve our response and resolution times.
A big part of the success of the above-mentioned goal is represented by the platform we use: we have started migrating the Operations team to the same platform where the sales team works, so as to reduce redundancies and integration efforts. Basically, we want to get to the point where we will have all the information just one click away, in the portal. Once we get there, and we have your history from both an order/purchase and an operations perspective, we hope to have enough information to develop the range of services we offer with a combination of reactive-proactive packages. We also want to provide you with more communication options to make it easier for you to open a ticket or continue an already open conversation. We will be able to give you more details in the coming weeks.
To succeed in this endeavor, we need you: please, for any assistance needed from the Operations team, open a ticket either at the email address help_at_kodingtech.com, or directly in the portal, here: https://help.kodingtech.com/. The telephone, although apparently faster, will delay us.
Another aspect we are looking at is the sizing of the team: we have encountered, on several occasions, bottlenecks in delivery due to over-allocation. For this reason, we have opened several roles and are actively looking to eliminate (or at least reduce) such situations in the future. Once the team is larger, we can consider concrete actions in both the help-desk and service-desk areas. We will be back.
Oh, let's not forget about communication. We will intentionally use all communication methods to find out from you how we can be better. Whether it's a survey at the end of the ticket (we'll launch it in a few weeks), or having a coffee at one of the events CodingTech, Whether we're discussing a new product, an upgrade, or a new acquisition, we're eager to receive information that will help us grow. Together.
Last but not least, internal meetings will be governed by the "empty chair rule" - we keep a client's chair in the room so that we have
the opportunity to ask ourselves the question: What would our client say about this topic?
As our plans become reality, we will continue to "stress" you (hopefully in a positive way) with such news. We have the plan, now we are in execution mode. Without believing that it will be a journey without obstacles, we are confident that we will manage to overcome them and grow. We are close.