At EV Cargo, we are proud of the day-to-day support we offer to our customers. Our job in Application Support is to ensure that the great service you receive during implementation phase continues long after your software product goes live. In this piece, I’ll give you an overview of how our Application Support team helps to support your EV Cargo Technology products.
Most customers operate their own first-line support service in-house. This approach works well because a detailed knowledge of your business processes and wider infrastructure will come to the fore at first line, working with end users to identify training and process issues. We then step in at second line, providing an escalation point if your first-line team need to call on more specialist technical expertise with the EV Cargo Technology products. We are flexible in our ways of working, so if our standard support model isn’t quite right for you, our commercial team will help you to find the perfect solution.
You will first get to know the Application Support team in the weeks after your product goes live: the transition from the Delivery Team, who implement your product, to Application Support does not happen overnight. We have a phased approach, called Early-Life Support (ELS), where the Delivery Team and Application Support work closely together for a number of weeks beyond go-live, to ensure a smooth transition to Business as Usual (BAU).
We always strive to build up good knowledge of our customers’ ways of working, becoming a trusted source of information and support. Our team structure allows us to ensure timely responses while retaining a personal touch. The Application Support team spans the UK and Hong Kong, meaning we’re available for customers across different time zones. We also operate an out-of-hours on-call service from the UK, providing round-the-clock support in the event of an emergency.
In addition to BAU support, the team proactively monitors customer sites to identify potential improvements. Where appropriate, we will run regular incident reviews with customers, to provide high-level oversight and to work collaboratively with customers to help keep incident numbers down. We also oversee the deployment process, ensuring that, once changes are designed, developed and tested, the process of getting them through to Production is every bit as robust as the implementation itself.
We’ve explored just some of the ways the Application Support team helps to ensure that you get the best out of your EV Cargo Technology products long after the initial implementation is complete. If there is anything else you would like to know, please get in touch via the website – we look forward to hearing from you.