Customer Support will change as of January 1, 2017
16 August, 2017
3min. reading time
The number of Boltrics customers continues to grow, and thus the number of support applications and requests increases. To make it more visual: the number of new requests increased by more than 200% in just a few months. Due to the excessive growth of new requests, the adequacy of support is under pressure. In addition, managing wishes costs our support department a lot of time, while this is not a service that actually belongs within the maintenance contract.
After analyzing the type of wishes we received, we noticed that they are disproportionately divided among our customers. For this reason, we decided to separate the flow of support questions from additional new requests. In addition, instead of increasing the annual maintenance fee (20%) for all customers, we have chosen to no longer offer the submission of requests free of charge and will be charged as of January 1, 2017. Below is more detailed information about these changes.
New email address for new (wish) requests
So far, customers were able to send support questions and new requests to the same email address. Recently, we have further expanded the support department to be able to answer support questions.
To prevent delaying the support process, we will provide a new email address by January 1, 2017, for new request.
- Order@boltrics.nl for new orders, such as an increase in the number of users
- Support@boltrics.nl only for support/bug notifications
- Request@boltrics.nl for new requests / request for adjustments
Customer success consultants
In order to support our customers as good as possible, we have recently added six new colleagues to our team of Customer Success Consultants. They are your central point of contact for wishes, adjustments and new features. They will also keep you updated on the latest developments.
To make sure you get the best advice, our Customer Success Consultants get trained regularly.
New: Plan a conference call with a Customer Success Consultant
From January 1, 2017, you will be able to schedule a 30-minute conference call every two weeks with a Customer Success Consultant to ask questions and prepare new request if needed. Your new requests can then be submitted via email@example.com.
Submit new requests
An important change is also that Boltrics no longer offers the evaluation of new requests for free, but charges € 125 per submitted request. For this amount, the first hour of work will be executed, such as a problem analysis and, if possible, the problem will be solved immediately and/or a budget will be issued.
By updating our process, we hope to be able to fully support both support questions and potential new requests.