La importancia de una asistencia técnica de calidad

¿Rescatará el soporte de misión crítica de su Vendor’s Mission-Critical Support Rescue the Day?

Proporcionar una asistencia técnica de calidad a los clientes es crucial, a menudo de misión crítica. Supongamos que de repente no puede imprimir etiquetas para sus 20.000 parcelas y debe plantar mañana. Este es un problema de misión crítica. su proveedor a su disposición? Si no es así, puede costarle mucho.

In our company, we have worked as breeders. We know the urgency of maintaining a schedule, and we act accordingly — often within hours if not sooner — when your critical issue needs immediate support. A seed company in India says our support is “supersonic.” Our clients in Australia are surprised to receive replies during their daytime hours.

On the backend, it only takes a few minutes in the evening here in Winnipeg to support our Australian customers. Because we have an office in France, our European clients get their first replies and support at the beginning of the day, often by 7 a.m. from one of our staff. Our clients in Europe and beyond really appreciate the response times we’re able to provide when it comes to support.

El apoyo a las misiones críticas comprende el contexto

Quality technical support is more than just solving the problem of the moment; it is about understanding the context surrounding the problem. Maybe the client is not using the most optimal approach with the software, so we ask questions and go beyond a “fix-the-immediate” mentality. We want to do more. With our two plant breeders and staff with agronomy backgrounds, we know the mind of the client. Our clients appreciate it – who doesn’t appreciate being understood?

Queremos desarrollar una relación con nuestros clientes. Each support request is seen as an opportunity to get to know our clients, not just give them an answer and say goodbye. We go the proverbial “extra mile” by asking all our clients each year how our software is working for them – any needs, any help we can give, any questions, any way to improve efficiency?

Apoyo que va más allá

We have learned through experience about the importance of supporting our software with critical service. This is a frequent concern we hear from prospective clients, especially in countries, such India, where differing time zones is a challenge. Will we be there when they need us?

El apoyo a la misión consiste en cumplir las promesas, mantener la palabra, ir más allá y ofrecer más de lo que se pide. El apoyo es estar ahí para tus clientes. Llevamos casi 30 años como empresa porque apoyamos lo que vendemos.

Publicado por primera vez como parte de SeedWorld INSIDERS en seedworld.comabril de 2018. Allí se titulaba: ¿Rescatará el soporte de misión crítica de su Vendor’s Mission-Critical Support Rescue the Day? Edited September 2020)

Dieter Mulitze, PhD. es fundador y director general de Agronomix Software Inc.

Agronomix es el desarrollador de Genovix®solución de software líder para la mejora vegetal y análisis de variedadesUtilizado en todo el mundo.