Record number of new clients, adjusting support (July 5, 2009)
(4 votes, average: 5 out of 5)
Loading ...Short and sweet post:
With the company going through it’s most fruitful patch ever, new client wise, I see some predictable issues occurring, especially with support.
Since the turn of the year, we have experienced record growth, almost doubling our client base in the process. One thing that this inevitably leads to is congestion in the support system, something that I myself hate to see because the company was founded on our support operations.
What you’ll see in the coming weeks is several surveys coming out to you, our clients, on what you’d like to see introduced.
I go on vacation at the start of September, returning in December, and my only task between now and then is to fix any issues we have with support. The primary issue appears to be resolution time; it needs halving in my opinion, and it will be halved within the week.
We are introducing The Genius Network in the very, very near future (today 
) and this will help with a lot of the above, but new personnel are also going to be starting within two weeks. We have been looking for new staff to step in to Stiofan’s shoes and, testament to Stiofan’s brilliance, we have hired three people to take over his duties. All three start this coming Friday.
If you have suggestions prior to the surveys, please send them to me via the ticket center, by selecting “Management team”.
Simon