Department Spotlight: Customer Support

You're preparing to commit a crucial transaction within ULTRAMAIN. You're sure you've set up the data correctly, and you're certain everything is good to go. You click Commit. Your computer crashes. Who're you gonna call? Why, Ultramain Customer Support, of course! The Customer Support department is broken into two parts, each with an important role to play. The CS Analysts function as go-betweens for Customers and the rest of Ultramain, troubleshooting problems, diagnosing the occasional bug or data corruption issue, and screening customer SRs to help facilitate fixes. The other group, the Implementers, are tasked with training customers in ULTRAMAIN procedures, as well as with helping the Development team with modification designs that accurately reflect the business practices of the customers. The Customer Support department has a lot cooking for 2009. "We see a big challenge in the coming year," says Customer Service Manger Bruce Cronin. "We need to work hard to understand customer needs, and manage their requirements." Ron Brown, Director of Customer Services, pointed out a few specific areas of interest for the department in the coming year. First among these is the ongoing project between USI and Cathay Pacific. "We're reviewing their processes to help them get the most out of ULTRAMAIN," said Brown. While there is no definite time-table on the project, Brown says that the review and recommendation process will be keeping the Implementers busy over the coming year. Also keeping the Implementers on their toes, the continuing post go-live support for Emirates Airline. "We are anticipating a fair amount of implementer activity for Emirates this year," notes Brown. Looks like the Takeoffs and Landings section of the Flyer will continue to be busy! Cronin sees opportunities for his department to improve communications with customers. "I'm looking forward to defining and creating processes that help allow a better flow of information between Customer Support and all customers." On the training front, Brown sees some opportunities ahead. "We have at least two other customers for whom we're going to do more in-depth training." There will also be internal training on the horizon, as the department prepares to support the forthcoming v9 AHRM and Capital Projects applications. All in all, 2009 looks to be a busy year for the Customer Support team!