Posted by Ryan Galicia, Mail Order Manager XL Support Supervisor
I recently spoke with a client whose business specialized in providing locking mechanisms for computer hardware to his customers. He wanted to voice that he didn’t understand the escalation process between our different levels of Support. The reason for this call was that he called the Dydacomp Technical Support phone line which is automatically directed to our Level 1 team for basic support. He explained to the Level 1 team member who took his call that he was encountering an error when attempting to view his stock item maintenance screen. The error that was encountered was outside the experience of the Level 1 team member who answered the call and this representative explained to the client that the issue would get escalated to our more experienced Level 2 team.
Unfortunately, the message that didn’t seem to get passed or interpreted correctly along the way was the effect of the error on the company’s business as a whole. The client explained to me that it was critical to his business that his users get into this area of the software but the error was preventing this. When an issue is described by a client to be having a direct effect to their daily business, the priority and classification of the issue is interpreted by Dydacomp Support as a ‘System Down’ situation. What occurred is that the Level 1 team member interpreted the error as an error that the client was encountering, however, because they could still simply process and enter orders, they could continue their day-to-day business as normal with it happening. This incorrect interpretation led to a lower priority being given on the issue. Dydacomp Support makes sure that a client’s personal feeling of importance behind an issue they reported is taken into consideration. If the client feels their issue should be treated with higher priority, it will get treated with higher priority.
After providing this explanation to the client, I was asked “How do I know what kind of priority was given to my issue by your Level 1 team?” There are two ways this can be accomplished. The first method would be to inquire about it during the initial call or to call back/email our Support department with the issue number. We can provide this to you and, if you directly request the priority be raised due to a mentioned effect on your business, the support management team would have no problem escalating the reported issue. The second method would be to check the issue using our Online Help Desk portal. This method will allow you to view all issues reported by your company since the introduction of our Help Desk issue reporting system last year. The default view allows a client to see the issue number, status, sub-status, group and technician the issue has been assigned to, and the priority of the issue.
If the assigned group and priority of a listed ticket is not to a client’s preference, they can either call in or email requesting that the priority be raised or a note can be added directly to the issue by the client. A note added to an issue is essentially an email directly to the assigned technician of that issue.
While this is no substitution for a direct phone call, this method also provides a documented request to a technician that support management often reviews to assess their technicians’ response time to our client base.
The client understood the mistake that occurred and felt assured that his issue was now being handled appropriately with it escalated in the correct manner. Within minutes of our conversation and his issue priority being raised, he was passed to one of our Level 2 technicians and his error was resolved. He was glad to see the different options Dydacomp Support now offers especially this new online (self-help) method.