The last few years have been interesting to say the least. We've changed direction as a digital team, moving our focus away from website development to web-based applications, mainly Client Relationship Management systems (CRM).
This has led to considerable changes in working and brought many benefits. The advantage of CRMs is the overview it provides. We have built a CRM for our own use in addition to customers.
One of the best features that has changed our customer support is introducing a ticketing system. Customers email email@example.com, which raises a new ticket. The customer receives an automated email informing them of their ticket number and related information. We then get notified of a new ticket. Each time the ticket is updated, the customer is Informed of all changes.
Customers now get informed quicker, with better responses. In addition, if a staff member can't deal with the ticket the next day, another member of staff can resume providing support.
With the new focus, we have been busier than ever. We've expanded the team with another developer have regular freelancers as part of the team, Proving to be very successful.
The latest addition, we've taken on an apprentice, Sam, to give him a chance to learn the profession from the beginning. We will train Sam from the absolute basics to a full developer with a guaranteed full-time position at the end of the apprenticeship.