Barcelona, Spain
On Day 2 of the Bricsys conference, Sander Scheiris took us through a comprehensive presentation and update on the Bricsys end-user and developer support mechanism.
Bricsys is very proud and passionate about their support process and infastructure. The Bricsys automated support despatch system is 10 years old and works like clockwork.
Sander made no bones about the fact that they believe Bricsys support is one of the best in the indusstry.
This slide made a bold statement.
The remaining 19% could not be responded sooner because of language translation and manual despatch operations.
Here are some statistics:
6000 support requests per year i.e 30 per working day
This was taking about 5 hours per day to just despatch the requests. A new way had to be found to improve efficiency.
The solution: A smart support system now routes requests through the knowledgebase. Chances are that what you are asking is already in knowledge-base.
"We’ve done two things to eliminate the bottleneck", said Sander.
- New support center for our customers: A redesigned knowledge base with smart categories to identify incoming support requests
- New support request system in BOA, our back office system, using automatic dispatching with synchronized translations
The goal of this new system is to offer a better user experience for the user, shorten solution delivery time and reducing the load on Bricsys support analysts.
The Support workflow
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