Ongoing Support and Maintenance

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THE VISION

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As a Product Owner, expect that the audience receives great service interacting with your product or customer service teams. You want to be sure the interactions are positive and never caused by technical challenges. What’s more, you would love to partner with the support team who can summarise the audience feedback to inform product development decisions.

 

As a Chief Technology Officer, you want reliable maintenance of the product infrastructure and functionality proactive monitoring.

 

As a Chief Operating Officer, you expect the technology aspect of the products, both infrastructure and software, to be monitored proactively, to minimise operational downtime, so that your team can focus on improving customer experience.

THE CHALLENGE

As a person responsible for the long-term success of your company, some of these considerations are undoubtedly on top of your mind:

  • Identifying and addressing issues before they become critical leads to happier and more satisfied customers. Inadequate understanding of the reasons behind system slowdowns, for example, can lead to customer frustration and churn. Properly organised support teams can gather the necessary data to pinpoint and address these issues proactively.
  • Collecting and analysing customer feedback and issues delivers valuable insights into what your customers want and need. This information can guide your product development efforts.
  • Proactive product maintenance can prevent larger and more expensive problems down the road. Regular system updates and monitoring can help avoid costly downtime and security breaches. 
  • Gathering and analysing data from customer support interactions can help your business make informed decisions. You can identify trends and patterns, optimise your processes, and focus resources on the areas that matter most to your customers.
  • Providing developers and technical specialists with data and insights about system performance and customer needs can be a game-changer. For example, payment failures or uncovering where users frequently abandon transactions in their journey is essential for optimising the user experience. A support team with the right approach can gather valuable insights to improve these critical touchpoints.
  • Collecting and analyzing infrastructure and application data is crucial to gather and analyze data regarding the state of your infrastructure and applications. This includes monitoring server logs, application performance metrics, and other relevant data points. By doing so, you can gain insights into the health and performance of your systems, enabling proactive identification of potential issues before they escalate.
  • Setting automatic triggers prevents critical situations. They trigger before the situation reaches a critical level. These event response can range from alerting operators to initiating dynamic scaling of resources within budget constraints. By anticipating problems before they become critical, you can minimise downtime and ensure uninterrupted service to your customers.

WHAT WE CAN DO FOR YOU

Our offer is built on the belief that only by working together the product, technology and support teams can deliver optimal experiences to the product users. So, our model is based on a collaborative approach that focuses on:
COMPUTOOLS APPROACH TO ONGOING SUPPORT AND MAINTENANCE
Computools provides expert care for sustained excellence in our clients’ digital solutions.
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CASE STUDIES

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Contact Us

Get in touch with us to discuss your project or hire an experienced team. Use the form below or send us an e-mail to info@computools.com

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14 reasons why
computools

Whether we’re designing customer experiences, dealing with our clients or managing our teams, we lead with empathy. Technology is for everyone, not just the geeks. That’s why we focus on using clear, intelligible language, treating every stakeholder with respect and providing support at all stages of development. By starting with a shared understanding of what makes us all human, we’re able to create the favorable conditions necessary to develop our best-in-class solutions.