This year the winter in Sweden was surprisingly moderate! Until last month that is, when we experienced some real winter with heavy snow! That called for a trip to southern lands while Stockholm was snowy and cloudy. I arranged a trip to Skopje, Macedonia to enjoy the sun, as well as to spend some time in our development center, and have a training session with the whole team, especially our newest members. Mother Nature had other plans of course- I only managed to do the latter! Luckily enough, my team didn’t blame me for snowy Skopje, rather praised me for bringing them snow!
Putting aside the story of my trip with delicious food and great & welcoming people of Macedonia, I managed to gather and meet the whole Navetti ClientCare™ team under one roof! We had two training sessions together regarding working with our Service Desk. We also reviewed and summarized the comments from our clients and discussed how we can improve our Service Desk services to meet your expectations. This included
- communicating the progress of the tickets more frequently
- using less technical language to explain the solution, so while it is still comprehensive and informative, it is easy to follow for users with little or no technical backgrounds
Because of these discussions, the team will now be more cautious regarding their ways of communication in our Service Desk tickets. Of course, we still appreciate your continuous feedback on how well we are managing our services, and in which aspects you would like us to improve. For example, one recent major improvement we have implemented is the expansion of the team. The need for expansion was indicated based on our KPIs as well as your comments. We at Navetti ClientCare™ are now comprised of 10 agents, compared to 4 agents one year ago. We are still in the process of recruiting.
Users of Navetti PricePoint™ who also use our Service Desk to receive support from Navetti ClientCare™ might be interested to know that our ClientCare team consists of .NET developers as well as database developers/system integrators. The .NET developers provide you support related to NPP™ and NAIS™, and database developers mostly support you with issues related to integration.
Also good to know is that we have a rotational schema in our team. This means every month 1-2 agents from the ClientCare team rotate to our development or system integration teams. This way we assure of the knowledge sharing among the team members, and make sure our developers get to know the incidents and issues our clients face and use that experience in the product development and implementation projects.
Below is a picture of a few of the people who work on our service desk:
Left to right standing: Sanja, Arsham, Johan, and Elena. Left to right sitting: Tina, Bube, Simona