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HOW MPULSE TECH SUPPORT DRIVES PRODUCT/SERVICE DEVELOPMENT |
Technical Support provides MPulse users with access to answers and
solutions regarding their software, but that's not all. Just like
our MPulse users, reporting on the data that we collect provides critical
information for making decisions about the direction of our products
and services.
65% of the support issues we receive involve application or installation
usability support. From this reporting analysis, we have developed:
- The MPulse Summer School Series – This information empowers users
with the skills needed to ensure they are getting the most from
their software. Recording the presentations and making them available
on our Customer Support Portal provides a convenient option for
users to view the presentations again or at a more convenient
time.
- Topic-specific web seminars – These popular seminars have been
enjoying a growing attendance and, we believe, have had a significant
impact on further educating our users on MPulse's best practices.
Seminars can address issues to a broad audience at one time and
also allow for discussion of more comprehensive and/or conceptual
topics.
- Expanded Knowledge Base articles and 'How To' video library
– Having easy, 24/7 access through our Customer Support Portal
to answers to questions can save a significant amount of time
for users looking for a quick answer or refresher.
Tech Support tracking has also provided us with ideas for the development
of added software features and services such as:
- The MPulse Client auto-updater – This enhancement has significantly
improved the update process and allows users to implement updates
quickly and with fewer demands on IT resources.
- Application Hosting Service – AHS provides users with a
comprehensive implementation solution that reduces demands on
IT resources while expanding access to MPulse data.
- Dynamic listview – This enhancement provides quick and easy
access to maintenance information, displayed the way you need
to see it to get information fast. Customizable views, sort, filter,
calculation, grouping and copy/paste features make this one of
MPulse's most powerful reporting tools.
- Inbound email notification – For maintenance departments who
need to respond to the demands of their customers, inbound email
notification provides a quick and easy solution for requesters
to submit maintenance requests and maintenance departments to
quickly convert those requests to work orders.
- Support for SQL server and Windows Vista – With so much
technology available, understanding those that our customers are
using ensures that our development and support resources focus
on what is important to our customers.
These lists continue to grow and provide valuable information in determining
our product direction. We often refer to our customers as partners
and this idea is evident in your interactions with Tech Support where
both parties benefit from the knowledge, expertise, and experience
of the other. Our support engineers and trainers work closely with
product development to make sure that what is important to you becomes
important to us. We monitor trends regularly through ongoing reporting
and analysis to identify areas where we can proactively enhance the
value of our services to ensure your successful MPulse implementation.
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