Insight - Fall 2020

Fall 2020 | 13 • Given the turnover in Support Services over the years, many knowledgeable staff have left the company. How are you going to shore up the team to be able to address customers’ questions or concerns? Talent management remains a multi-faceted discipline. First, we had the opportunity to move some very capable senior employees into the Support Services department recently. We continue to leverage these and other staff for on-going training, in addition to service delivery. As mentioned previously, we simplified training needs by focusing staff by product functionality. Staff grow their expertise incrementally over time, expanding the functions they support and allowing new staff to assist on more common, lower complexity needs. We have invested in efforts to create a formal Training department, and we have a team dedicated to aligning RedSail around best practices and learning paths for each product. • The new RedSail Hub (customer support portal) will launch in early December. What drove this effort and what should customers expect from this new tool? We recognized that our current support websites were just adequate and required a lot of effort from our customers to find the information that was most important to them. This led us to make an investment in a new support website, which will offer so much more; hence, the name RedSail Hub . Here are just a few things our customers can expect day 1. − Only Relevant Content : No need to wade through content from products that a customer doesn’t have. − Account and Case Management Features : Easily see cases – current and closed; easy-to-find RedSail contacts; and more. − Brand New Customer Forum (Online Community) : A place where customers can discuss issues of importance with their peers and RedSail staff. − New Alert Notice : If there’s an issue or outage we want to make sure our customers are aware of, we will provide that alert in the Hub. − Phone, Email, and Web : Of course, we will continue to make it easy to contact us via phone, email, or through forms submitted at qs1.com. − View on All Devices : Oh! It’ll work on customers’ phone and tablet browsers, too. • The number one request from customers for a customer portal has been a SEARCH feature. Is this feature included in the new RedSail Hub? Yes! Not only will customers be able to search, but they will be able to easily reduce their search results based on topics of importance to them. • Is there anything else you’d like to share about the improvements your team has underway for Support Services? This is just the beginning. While we are very proud to see improvements in our hold times, we have been working across the board to be the industry’s best. You will see continued service delivery enhancements through the RedSail Hub, our voice channel, and service processes and products in general. pport Services