If you are part of a support department that promises 24/7 coverage, you know the impossibility of holding department-wide meetings. This is a struggle we’ve faced at HCSS. Previously, our support department held meetings once a quarter, in the evening, recalling all daytime support technicians and managers to the office so that everyone would be in attendance. The meetings are important to stay informed as a group about what we have achieved, and what we hope to accomplish moving forward. However, the timing was a big commitment, forcing employees to leave their families and carve out extra hours to be at the office in the evening.
With the implementation of TinyPulse and 7Geese to help keep the department organized, open to ideas, and available to the needs of others, HCSS managers were able to see and understand this struggle and take action. An employee suggested holding the required meeting during the day to alleviate the burden of scheduling so many outside of work hours. That suggestion turned into reality this quarter as the Services Department held its first department-wide meeting during business hours.
“Feedback from employees led us to this decision, Technical Support Senior Manager Admir Hadziabulic said. “We want to provide a quality life for employees, and that includes making meetings more convenient to attend and be engaged in.”
In the spirit of providing the best support in three rings, or less, our development team of programmers, product managers, and quality assurance personnel answered the call for help, volunteering to stand in for the support technicians and take calls as they attended the meeting.
“The development group takes great pride in the customer service provided by our support techs, and we love to hear customers gushing over them,” Software Development Manager Brad Schaefer said. “We know that building quality software does not end when the software is released and that both departments need to constantly help each other. That’s why we were happy to step outside our comfort zone and man the phones when support needed us.”
To prepare for this assistance, volunteering development team members attended training meetings during their office hours and committed to learning support’s process of logging calls and providing thorough resolutions. They managed their own daily tasks ahead of the support meeting and took the time to be there for HCSS customers.
“We support each other, and that is why we are here,” Senior Software Developer Diego Rincon said. “We only push the company further by working together.”
As a company, and from employee to employee, HCSS is driven to provide customers with the best support experience they have ever received.
And as a support department, we are thankful to our brothers and sisters in the development team for helping us reach that goal.