LebGeeks

mir

Member

Support Strategy

hi guys

Support is the biggest part of Software Life Cycle
It takes most of the time (yes more than the design and programming )
and it lasts for a longer period of time
and in my everlasting effort to make our clients happy.. more like in an ecstasy state of happiness after using our software
i am trying to go thru a support strategy, add improvements and such, lower costs

usually.. what we do is receive call from client or new requirement from the sales dept
a priority is set
it is queued and scheduled
and i spend lot of happy hours after my original shift doing tons of things

the first question would be
is there any mind blowing software that you guys know that handles support and stuff to help organise stuff
something easy to use with useful data reporting
cuz i want to collect historical data and lot of useful reporting for the management
and most of the times.. things get lost.. delayed cuz of mis-communication

another question :
any recommended support strategies or tips

and most important
in order to lower the cost
i am thinking of suggesting to implement a remote support for ppl
what software/hardware are needed
and what are the minimum needs on client sites and at the company

thanks
really appreciate it

7aRami

Member

Re: Support Strategy

i was going to suggest remote support :)
you may check www.ntrsupport.com they offer some service to remotely assist your customers.
needless to say, your customer should have a minimum of 128Kbps upload connection.

in case they have real IP, let them simply give u remote desktop access to some workstation or server, w iza ma kein fi real IP you can use www.logmein.com

Last edited by 7aRami (October 31 2007)