Original publication date: December, 2002
Being a small company like Softshare has many advantages. One of these advantages is the ability to quickly analyze—and react to—trends.
Over the past year, as more and more Softshare clients opt for full enterprise solutions, we've noticed a significant increase in the number of technical support calls related to our integration products, Softshare Delta and Softshare ECS.
Because of the nature of Delta and ECS, these calls tend to require more research time.
But the increase in Delta and ECS usage has not meant a decrease in Softshare Vista and Softshare Athena usage. The number of technical support calls for these two popular desktop applications has also risen. Not only have these calls increased in volume, but in sophistication as well.
Softshare has responded to the higher call volume and sophistication level by dividing our customer service team into two highly focused product teams: an integration product team and a desktop product team. The integration product team will specialize in Delta and ECS and the desktop product team will specialize in Athena and Vista.
We anticipate that the new customer service team structure will benefit everyone involved. Softshare's customer service representatives will have a chance to enhance their core product competencies and you'll reap the rewards of streamlined support.