Analyze This, Support That
By Claudine Trottman, Manager, Risk Solutions, RiskAdvisory
With a number of new additions to the RiskAdvisory client list, and existing client upgrades approaching around the bend, there is a need to revamp the current support process. Centralizing support has become more of a necessity than just another role in the RiskAdvisory deck of responsibilities.
That’s why RiskAdvisory is introducing a new and improved support process to handle the needs of our clients on a daily basis. As previewed by attendees at the 2007 BookRunner® User Group Conference, the support role will be a more centralized process, enabling analysts to address client concerns in a more timely and efficient manner.
During regular business hours, a dedicated business analyst will be available to handle all incoming phone calls or e-mails from clients. Whether the issue raised is a question, possible bug report or enhancement request, the support analyst will log the call in the tracking system and will e-mail the ticket number to the client. Users can then refer to this ticket number when calling for updates on resolution status.
Important details that are required when placing a support call include: a description of the issue, severity of the problem, and the version in which the problem is occurring. Having all of these factors on-hand will help to make the support process more efficient and accurate.
The majority of bug fix requests or system enhancements will be logged as being addressed in the next major release of BookRunner®. However, if the issue is deemed to require a resolution immediately, the ticket will be escalated to the newly formed Solution Support Committee (SSC). The SSC will decide a course of action that benefits both the client and RiskAdvisory (including investigating workarounds, estimating time and resources required, and determining whether or not development efforts would be billable). Once a decision is made, a support analyst will contact the client to discuss next steps.
RiskAdvisory will soon be activating the new support phone number and e-mail – direct communication media to a support contact. Using either of these options to raise an issue or question ensures that the client requests are logged promptly and addressed accordingly. Stay tuned for a client broadcast that will detail when this process change will take effect.
RiskAdvisory’s New Support Hotline: Phone Number = 802-4485 E-mail = RASupport@riskadvisory.com |
Please note that the support@riskadvisory.com e-mail address will be phased out by the end of December 2007. All support e-mails should be directed to the RASupport@riskadvisory.com e-mail address as of the broadcasted date. We apologize for any inconveniences that this may cause and thank you for your continued support.