Expanding the installation team and help desk

We have added a new role to our installation team to help us keep up with demand from retail businesses wanting to install our retail management software.

This is not a simple process as people joining this elite team need to come through the ranks in our business – learning our software, our business processes and the needs of the businesses in the various retail channels in which we serve.

To handle the transition of someone from our help desk to the installation team we have taking on a new help desk team member. We have also increased the headcount by another person.

All of this is part of us expanding the business to meet the needs of existing and prospective customers. Whereas a business selling products can order more stock to meet demand, in our business being in a position to meet demand takes careful planning and a considerable investment in training. Thankfully, we have a solid process in place for guiding this activity.

2012 has been an excellent year so far and the indications are for a terrific last six months thanks to the support of our existing customer community.

Category: Customer Service

2 Responses to Expanding the installation team and help desk

  1. Lyndon - Cleve Newsagency

    Good to see your expansion of the help team. It is encouraging in a time when many of us are feeling the financial pinch of reduced sales and when we need all the help we can get.

    1 likes

  2. Thanks Lyndon. We’re investing ahead of the requirement at the coal face. We’re pleased to be doing this in our fourth year with no increase in support fees.

    1 likes

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