We've been doing quite a bit of networking in the last few weeks and one of issues that seems to come up again and again is tech support.  We've heard from users of some of the biggest and best known names in Job Management / Field Service (we all know who you are!) and the story always seems to be the same.  Shiny website, slick demo, lots of promises upfront, but once the five year contract is signed and it comes to actually delivering on the promises, when you have issues and need to talk to someone, the dream vanishes, the promises are left unfulfilled and the tickets stack up.  

Yesterday we spoke with someone who had a ticket open for more than 30 days.  30 days!  How are you supposed to run a business when one of your critical suppliers takes a month to come back to you?

All our customers run service businesses, their clients expect and sometimes demand a good level of service.  Our most successful customers are the ones providing great service and exceeding the expectations of their clients.  We're no different.  We run a service business.  Our customers depend on us to support them.  We try every day to make sure that our service is great and we leave our customers delighted.  

At TeamPoint 30 minutes is too long to wait for a support ticket, never mind 30 days.  Nobody works on anything else while there are tickets outstanding.  The service level that we provide to our customers is the single most important thing that we do each day.  

You don't have to take our word for it.  We've been busy interviewing our existing customers recently.  One of the biggest takeaways is how much they value the responsiveness and support they get from us.  How working with a smaller team means working with people who take the time to understand them and have the knowledge and flexibility to support them properly.  More on that coming soon ...