In Craftech, we believe in continuous improvement. That is the reason why we decided to improve and simplify the request process to our clients. The benefit is that we can handle requests in an easy way, from a single place and have all the necessary information about the task from the very beginning. With that, we can provide a much better service to our customers from quick responses to efficient results.
In this article, we want to give you a little tour on how our Support Portal looks now and how we use it with our clients.
If you are one of our newest clients, this article will also help you understand the process. As always, if you have any questions, do not hesitate to contact your Craftech PM, they will make sure you get all the answers you need.
Our Management team invites our customers to the Portal by sending a Jira Management Service email to their inboxes, so that they are able to log in. After this, the portal looks like this:
And for example, for investigating a problem, this would look something like this:
As you can see, we have the possibility to request different types of actions, like asking for help in case of a small problem, requesting a new task or scheduling a meeting.
Let’s imagine the customer wants to request a new task to develop. They will get this screen:
Here, it is possible to load all the important information for our team to correctly address the request.
Another example could be the need for support in configuring something related to the infrastructure, or simply needing help in finding a solution to a problem you encounter with infrastructure, pipelines, etc . This looks something like this:
This way, we make sure that all the information that our team needs to help you is concentrated in this form, accelerating the response time.
Finally, you can also schedule a meeting with the tech team. This is specially useful when you need to work on something that impacts on the infrastructure, could be a new app thats going to be deployed, a particular migration, new features develop in the platform or just want to talk tech with your DevOps Team.