Support Evolution:
Changes to the Tres/Trams support
Our support strength is our advanced team. We added three more experienced support people (two were Trams Certified Consultants and one returns to us with 12 years of support experience.) We also brought in training/implementation management and personnel and integrated them with the support team. All told combined we have over 350 years of support experience on our advanced team. We are very proud of their knowledge and support skills. We do our best to take care of them, and they do their best to take care of you, our customer.
In the last year we transitioned support to be primarily by email. We see many repetitive questions and have identified some pain points where we assist you faster with better support tools. Email support is extremely productive and efficient for our customers as we can route questions to the right people.
We have listened your feedback and starting in June, we will be making the following changes:
- We are implementing new support technology, and support methods to increase the productivity of our experienced support staff. Our goal is support you more efficiently and effectively than ever.
- In the past, Trams has not offered live chat support ,Tres is implementing in June. We will also add an easy-to-use knowledge base to help users find answers quickly to our most frequently asked questions. Support appointments can be scheduled where advanced support people can help with pre-set timing and preparation
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Effective July 1 our Level 1, incoming phone support answering system will no longer be active and support will be direct with our full experienced support team.
We believe that by focusing on our advanced support, along with better systems, technology usage, and focus; our support will be better than ever.
We appreciate your business.
Lee
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