Insight - Fall 2020

Fall 2020 | 12 Support Services At RedSail Technologies, we recognize that the customer experience is just as important as the software solutions and services we sell. And, the customer voice has been crucial when devising a plan to transform Support Services (formerly Client Services). Sheila Warfield, vice president of Marketing, sat down with Mario Oliver, vice president of Support Services, to gather insight on some of the improvements and RedSail’s go-forward plan. • Support Services has gone through lots of changes over the last three years. What gives you confidence that the processes you are now putting in place will drive improvements for customers? Support continues a vast overhaul. With RedSail’s commitment to excellence, we have doubled down on building strong processes and measuring the results that lead to great experiences. We completed a transition to new tool sets, and recent results have shown that we’re moving in the right direction. Our hold times have improved significantly, and we look forward to being able to serve customers with more expediency. • What are some of the improvements your team has made? What does it mean for customers? We have a new service delivery management system, an updated interactive voice response (IVR), and a dynamic scheduling process to name a few improvements. As a RedSail customer, this means less time on the phone waiting for help and a more efficient support process. You will hear more specifically about Triage and the new RedSail Hub. • How are your efforts helping to bring better quality products? Our new service delivery management system allows us to capture greater detail about the types of issues customers run into. In turn, we have established new processes to prioritize software changes for frequent and impactful issues. Our Product Management and Development teams will include several quality-of-life enhancements in future releases. • How are you helping to ensure customers reach the right person and more quickly in Support Services? Customers expressed the desire to reach a technician quickly and reach one who was also an expert in their area of need. To meet these goals without creating the world’s longest IVR menu, we implemented a Triage team as the initial touchpoint to briefly understand a customer’s need and then route to the appropriate expert. We’ve identified the major areas of our products and have trained staff to address specific functionality in order to best satisfy needs. Q&A: Transforming S