September service summary
Published
We have made a number of changes in 2015 - increasing the size of the support team, providing them with additional training and technical resources to be able to handle cases directly without escalation to other experts, and focusing on quick turnaround in those situations when we do need to escalate.
I am pleased about the postive feedback you have provided and I encourage you to respond to the surveys that are sent at the conclusion of your support case. Di Raucci and I read every one of those and we use your feedback to continue making improvements. One recurring theme has been "When I need help, I need it now!" Whenever possible, we are now connecting callers directly to a support specialist, rather than logging the case and having them follow up. We have adjusted work schedules and made other changes to facilitate this workflow.
Finally, I wanted to note that you may see references across the Community site to "Chat with Support". This is a functionality that Blackbaud first introduced in 2014 and it has been very well received by customers. As part of our ongoing integration work, we will be enabling this for the MicroEdge support teams as soon as we can, I'm sure that you will find it a useful adjunct to the existing support channels.
Phil
I am pleased about the postive feedback you have provided and I encourage you to respond to the surveys that are sent at the conclusion of your support case. Di Raucci and I read every one of those and we use your feedback to continue making improvements. One recurring theme has been "When I need help, I need it now!" Whenever possible, we are now connecting callers directly to a support specialist, rather than logging the case and having them follow up. We have adjusted work schedules and made other changes to facilitate this workflow.
Finally, I wanted to note that you may see references across the Community site to "Chat with Support". This is a functionality that Blackbaud first introduced in 2014 and it has been very well received by customers. As part of our ongoing integration work, we will be enabling this for the MicroEdge support teams as soon as we can, I'm sure that you will find it a useful adjunct to the existing support channels.
Phil
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10/01/2015 11:35am EDT
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