How Tek Experts approaches an Integration project with professionalism

案例分析

As experts in the field of IT customer support, it often falls upon us to help other larger IT companies deal with issues around the upgrading of software products and the possible subsequent issues their customers face moving from the old platform to a new one. And with our staff having the experience, relationship with the customer and technical know-how to work on their feet and find solutions as unexpected problems crop up, we are sometimes asked to roll our sleeves up and help these major firms by being on-site at their client’s offices. This is exactly what happened when a member of the in-house Tek Experts team worked on-site to support a large and complex migration project, with success.

Wholesale migration

Our client’s application lifecycle management application was due to be upgraded and one of its own customers who we already supported, encountered a few running issues in the testing phase of their migration. They had already opened around 15 technical support cases trying to migrate the systems.  As the migration involved 65+ unique and separate projects covering over a decade’s worth of work and legacy data valued at millions of dollars, our client was keen that this migration should go ahead without a hitch. Such a massive undertaking with so much valuable data would require a detailed strategy, minimum disruption to the Business as Usual and the ability to document the processes for the future

Point man, on site

In reality, the customer would benefit from having an on-site technician that could handle any technical problems and still explain the ins and outs of the system operations in layman’s terms. In essence, they wanted a people-person that understood their systems to be available in real time and act as a technical point man.

So, we invited our client to a number of meetings where we sat down and came up with a customer-centric plan of action.  Because Tek Experts had an existing strong relationship with the customer; we knew all the relevant staff at the customer and had good knowledge of their environment, it was agreed to send their dedicated in-house technical support engineer on site to overview the migration. It was also agreed to have eight of the client’s R&D staff on standby to deliver a ‘follow the sun’ support model for the customer to tap into if required.

Professionalism with results

During the customer’s initial testing phase that lasted six months, Tek Experts appointed point man joined weekly meetings with the customers, R&D staff, all technical account managers, customer advocacy managers and success managers. Because of our technical experience, it was a boon to both the client and customer as we were able to offer advice and options on a wide range of processes. This made us the logical choice as our client’s representative to liaise with their customer during the final stages of the migration.

In the closing stages and once on-site, we worked with both parties ensuring that all aspects of the migration process were understood and carried out effectively. This on-site period lasted only two weeks during which the customer opened no technical support cases whatsoever as our point man dealt with each issue as it arose. This in itself was a major win for our client as their customer remarked that it was the smoothest migration they had ever experienced.

Our client initially chose Tek Experts to handle only their technical support due to our 24/7 model and our customer-centric ethos ensuring that we solve client’s issues with a minimum of fuss. What they didn’t realize was that we could offer far more than a simple customer support solution. In handling this migration project effectively we showed that just one technical support team can offer far much more than a 24-hour helpline.

Personal touch for results

As an example, a direct quote from our client mentioned that ‘Questions that arose were dealt with professionally and Tek Experts engaged our R&D as agreed for clarification of points where necessary. In addition, this work was done in a charming and friendly manner that assisted on the non-technical levels.’

This quote touches on the fact that often engineers who handle on-site migrations are more tech-minded and sometimes lack the ability to clearly explain how systems and processes work to those with no experience. We overcome this industrial wide issue by offering soft skill training to all our technical staff with titles like Interpersonal Communication, Critical Thinking, and Telephone Etiquette skills. More importantly, we empower everyone more often than not handling the issues themselves.

Our client also went on to say that ‘The team, and especially the Senior Project Manager are very happy with Tek Experts’ point man and their involvement and feel having him on site to liaise directly with the other people was a key success factor for them.’ In taking on this project, we were not only able to help the client with a successful migration of their software, but also justify the need for a dedicated customer support team with technical expertise.

Passion breeds trust

Now our client feels comfortable in taking on further migration projects safe in the knowledge that should the need arise; we can send our expert staff or another of our Tek Experts to assist. We here at Tek Experts feel that this project was an incredible learning experience for all involved and hope to cultivate similar working partnerships in the future.

Key Facts:

  • Industry: Automotive.
  • Project: The management and migration of our client’s application life cycle management solution to a new platform for their customer and their legacy data.
  • Issue: Customization of application for customers needs, speed of delivery, real time problem solving.
  • Solution: Joint plan, onsite presence, extensive planning.
  • Outcome: Smooth migration, testing and migration in days rather than weeks, no new cases opened.

The customer wanted a people-person that understood their systems to be available in real time and act as a technical point man.

migration involved 65+ unique and separate projects covering over a decade’s worth of work and legacy data valued at millions of dollars

… very happy with Tek Experts’ point man and their involvement and feel having him on site to liaise directly with the other people was a key success factor for them