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9th April 2013
The Green Deal has prompted some big changes at eTech. We have increased our team in the last 18 months from 30 people to over 60 people today.
In addition to expanding our development and project management resource, we have been reinforcing our commitment to supporting our existing customer with an expanded Support Desk facility.
As a mobile working software provider, quick and effective resolution of technical issues is critical. We have found that enabling you to speak to a friendly and effective person when things go wrong is key. With some of our EPC users now running into their sixth year as eTech clients, our Support Desk know many of you by name and we pride ourselves on maintaining that level of service.
Des Suckling is responsible for managing eTech’s Support Desk and shared a few insights about how he keeps the team up-to-speed.
“Adding Green Deal software to the eTech portfolio with rapidly evolving functionality and increasing customer base means the team has to meet the challenges full on and be flexible and professional in dealing with increased call volumes and complexity of those calls. To help achieve these new challenges, the team also get involved in software lifecycle tasks such as testing new releases. There is no better way for them to acquire the detailed knowledge of the applications used by our customers. Maintaining the right level of resource is also key. The Support team currently has 6 members and this will grow to a team of ten over the next three months.”
The Green Deal requires considerable interaction between the customer and Green Deal Advisor and our SMART Green Deal App drives much of that journey. Green Deal Advisors are also likely to be working at times that are convenient for the consumer, including evenings and weekends. To meet this new environment, we are implementing an extended telephone Support Desk service.
From April 2nd 2013, our Support Desk hours will be:
The Support Desk will be available to deal with any support issues on our applications, not just our Green Deal software. We will also maintain our out of hours email support facility for night owls and early birds.
As always, we welcome any comments, suggestions or feedback on the services we deliver, please get in contact via support@etech.net .
