Teamwork and Technology – the keys to great client support

“What happens next” is a common question asked by our PolarStar clients when they contact our technical support team with a request for help. There’s a lot of work going on “behind the scenes” in order to quickly and most efficiently address support issues. Even after troubles are resolved, there is a flurry of activity occurring to make sure troubles were fully resolved and our client records are updated. Here’s a bird’s eye view of the process:

An email comes in via the client portal and goes to a PolarStar support team member. The request immediately gets rated for severity, with system failures being an example of the most critical priority.

A scheduler then assigns a technician to the ticket and schedules it for the next available slot (appropriately scheduled based on severity level). The scheduler immediately sends the client an email or calls them to tell them which technician has been scheduled for the issue, and the date and time of the appointment.

The technician reviews the ticket and looks at the client’s whole trouble ticket history to check for a pattern or repeat. The technician is in charge of the repair and the client communications. They interface directly with the client and follow up when the job is completed.

The account managers periodically run a trouble ticket report on each of their clients so they can review troubles, how they were resolved, and follow up directly. But if a ticket requires a business decision (a simple example is that a workstation is dead and the client has to buy a new one), the account manager is immediately called in to work with the PolarStar team as the client liaison to help make the best business decision for the client.

“We have 24/7 support available to our PolarStar clients,” says Bret Jones, PolarStar Practice Manager. If the trouble happens after our regular business hours, PolarStar clients have a special phone number they can use to contact us. A technician will work with the client to determine the best course of action to resolve the issue.

Bret says that while they never would hesitate to send a technician to a client’s worksite, the default response is to resolve troubles remotely because it saves clients time and money.

Bret says, “Our new online support system has streamlined the process even more. Clients are now more involved with us and can work their own trouble tickets, and follow the progress via the web portal.”

For more information about PolarStar’s technical support team, you can email Bret directly at bjones@polarsystems.com.