You've probably already asked yourself what actually happens in the background when you submit a support request via the green "I" in the software or by phone call. Today we'll give you a little insight behind the scenes.
No matter which way you choose, the first destination of your request is our customer team. This team sees itself as a customer representative and manages the requests individually according to your needs. "We are where the threads come together! With us, the inquiry becomes a concrete ticket. We record the problem and bundle the inquiries received to the respective specialist groups," explain Bettina Kurscheid and Petra Limbach, who are responsible for coordinating all incoming inquiries. They are supported by Iris Birekoven, who joins the team from Switzerland. The support requests that come in via the green "I" in the software are somewhat faster to process. "With a request from the software, we already receive a screenshot as well as important parameters that we might have to ask for over the phone," explains Bettina Kurscheid. For the most detailed and unambiguous description of the problem, it is helpful to have a screenshot that shows exactly what the problem is in the request.
"Once a ticket has been opened, we steer it either to the supporters, technology and programming, or to the team at PC CADDIE://online GmbH & Co. KG," says Petra Limbach - depending on the need a problem raises. The ticket can travel right across Europe, because some of our employees work decentrally and are not tied to a specific location.
For example, if the ticket goes to Support, then supporter Kerstin Mäscher could be one of the specialist colleagues who processes the opened ticket. The ticket would thus have traveled to Osnabrück in Lower Saxony. Kerstin Mäscher: "As soon as I open the ticket, I try to contact the customer and solve the problem in the fastest way possible." With tricks of the trade, it is often possible to get problems out of the way very quickly and thus arrive at a solution for the customer. However, if this is not successful at first go, other colleagues from the specialist departments are called in and involved.
"In the majority of cases, however, the problem can already be solved during the telephone conversation with the customer," says Kerstin Mäscher and adds: "Afterwards, the customer receives a ticket closure e-mail. This is important because, on the one hand, it gives the customer the opportunity to evaluate the support experience, and on the other hand, it also shows how much maintenance time the corresponding customer still has available as part of their support package for the current year."
PC CADDIE values the feedback received through the ticket closure emails. Managing Director Marc Spangenberger considers constant development of the support process to be very important: "By evaluating our customers, we can identify and rectify weak points in the operation. The goal is the satisfaction of our customers. We are constantly working on this!"
