Maintaining Support Availability for Customers

In the last InPrint, I discussed some of the efforts made by businesses that are known for quality customer service.  One of those we have adopted is to hire courteous, conscientious, and hard-working individuals who communicate well with others and have a good understanding of both GIS and Cityworks. Our Customer Service Representatives (CSRs) are available to answer questions and help find resolutions to your issues.
As the number of Cityworks clients grows, our call count also increases. The increase is primarily due to our sustained growth and increased software offerings. To meet that demand, we seek out additional qualified customer support representatives.

In our efforts to maintain the quality support and availability you expect, we recently hired Peter Miller as our newest CSR. He will join our other CSRs in assisting clients to identify the causes of software issues they encounter and recommend resolutions.  Peter has a rich background in GIS and Cityworks management. Previously he was an inside sales representative at Esri, and most recently he served as the GIS coordinator at the City of West Bend, Wisconsin.
Adding Peter provides an opportunity to realign our support regions to balance the call load and to ensure reasonable response times. Our new region boundaries went into effect November 1, 2011. You can find your support contact information on MyCityworks.com.

NEW—Cityworks Online Assist
Recently we introduced a new service, Cityworks Online Assist, to enhance quality interaction with our clients.  Cityworks Online Assist provides chat capability using Citrix GoToAssist and is available on the Contact Support tab of MyCityworks.com.  This tool allows clients and business partners to engage an available CSR in a live chat session. During the course of a chat session, the CSR can start an interactive help session similar to what you may be used to with GoToMeeting.  The goal of this service is to enable our CSRs to respond more efficiently to the needs of our clients.

By Steve Thomas, Executive Manager, Customer Support, Azteca Systems, Inc. — Cityworks

 

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