Back to work and on with QAD Development
We returned to work yesterday and were straight into the breach so to speak. Plans are forging ahead for many new roles at Ufindus to help increase our support skills and capability.
Today I spent the full day with most of the Ufindus management team planning the development cycle of our new QAD system. In fact we hoped to start work on this before xmas but we are a little behind. This week is the planning stage, we will spend another day tomorrow making sure that we have got the requirements just right and then Friday will be spent putting together a development plan and deciding who does what.
This system is another crucial improvement at Ufindus to ensure we deliver quality support and finance services to our customers. This system means that all support requests will be dealt with by the same person where possible from inception to conclusion. In an analysis of our support requirements we identified that nearly 55% of our support calls were from other departments within our own company and clearly this means that our customers are in competition with our own staff to get through to the Ufindus support teams. A lot of worked is being passed around by our departments who have been unable to deal with it correctly themselves in the past. Our new QAD system will encourage them to be able to deal with the problem themselves and will enforce them retaining ownership of the case so our customers know exactly who they are dealing with. We are sure this will be a huge improvement over our current support systems and in fact over most large companies who also use the departmental support structure system.
At Ufindus we are determined to deliver some of the highest levels of support in our industry and this is another step along that path.
Today I spent the full day with most of the Ufindus management team planning the development cycle of our new QAD system. In fact we hoped to start work on this before xmas but we are a little behind. This week is the planning stage, we will spend another day tomorrow making sure that we have got the requirements just right and then Friday will be spent putting together a development plan and deciding who does what.
This system is another crucial improvement at Ufindus to ensure we deliver quality support and finance services to our customers. This system means that all support requests will be dealt with by the same person where possible from inception to conclusion. In an analysis of our support requirements we identified that nearly 55% of our support calls were from other departments within our own company and clearly this means that our customers are in competition with our own staff to get through to the Ufindus support teams. A lot of worked is being passed around by our departments who have been unable to deal with it correctly themselves in the past. Our new QAD system will encourage them to be able to deal with the problem themselves and will enforce them retaining ownership of the case so our customers know exactly who they are dealing with. We are sure this will be a huge improvement over our current support systems and in fact over most large companies who also use the departmental support structure system.
At Ufindus we are determined to deliver some of the highest levels of support in our industry and this is another step along that path.
posted by Stuart Forrest at
20:49
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