SOFTMASTER also provides technical support services and evaluates your software in order to improve the software and your business. In addition, we offer continuous technical support for all our services, ensuring reliability in the future.
“The customer is always right” is the motto of all client-oriented companies that sell goods and services. Most companies are customer-oriented nowadays, but this is just one point of view.
Namely, in recent years, a new view of what a customer is has been acquired, and this view assigns a more prominent role to the employee. The main task of many companies is the full realization of the employee's potential and understanding of each of the given roles in the organization.
The premise states that if your employee is satisfied with the assigned role, positive feelings will be present at every interaction with customers, which will lead to greater customer satisfaction and loyalty.
SOFTMASTER software will help you to analyze the roles of employees in your company, from the IT department to the HR department, and others. The system will also help you to log all internal and external interactions with customers and see where you have opportunities for further improvement.
In most cases, employees are reluctant to give feedback because they are afraid of losing their jobs or simply upsetting their superiors. However, if employees really gave feedback, it would help to understand the essence of the problem and improve the overall situation.
To turn this negative experience into a positive one for everyone, you can use the closed-loop feedback method used by external customer service departments. Each complaint is registered and assessed so that the same mistakes are not repeated.
This type of software can also help you set clear standards for both internal and external customer experience that will define the actions employees should take in certain situations, as well as alert the company to areas where the overall business can improve.
Throughout the entire System Development Life Cycle (SDLC), which includes several stages on the complex path of software creation, SOFTMASTER provides customers with ongoing support and maintenance services after software development is completed. Application maintenance and support are carried out at different levels and focus on optimizing the services provided and improving the applications being created.
From the moment our software systems are launched, our customers will have full and continuous access to our support service, as agreed in our Service Level Agreement (SLA). In accordance with this agreement, we are committed to support and maintain the system in full working order with the help of our Development or Quality Assurance (QA) and Customer Support teams.
In case of a software problem, the usual levels of support look like this — at the first level we have requests for problem solving, which are primarily related to the detection of problems. Then we move on to analyzing the root of the problem. After the bugs and glitches have been fixed and changes to the application have been made, further testing and updating of documentation is performed.
All these services, as well as software configuration to implement new features and change requests, redevelopment of existing applications, as well as investigation and elimination of problems and defects are defined in the Service Level Agreement (SLA).