This project was to provide top level installation support as a free service, to customers with proof of purchase of the $1200-$1500 software package. The primary support professionals role was to show confidence and knowledge of the software installation, while educating customers on support and training options. Challenges encountered during this project included: long hold times for customers to reach technicians; up to 2 hours to install the software; delays in getting replacement media sent out; missing fonts; applications; and systems that did not meet system requirements. Due to the challenges encountered during the new installation process, the results included a rewrite for the next release; a way to download the media as a backup if there happened to be a damaged disks; an email version of the installation guide; as well as a link to the support website where they could check the system requirements and find the installation guide.

The project was to transition seamlessly all remaining field service support roles to an external 3rd party vendor by region. Herald Square and Bloomingdale’s in NYC, were the last locations to go as they housed both store and non-store employees. Store Support transitioned with little impact to the users as they were getting registers, printers, and WiFi issues resolved with dedicated on-site support and faster responses from available technicians. Office Support / Executives were handled differently, as they required more hands-on, on-site technicians, and faster response times. This group involved multiple dedicated locations requiring onsite dedicated technicians. Solutions included a more consistent way of creating tickets, requesting support, a clear boundary of what was and wasn’t supported; in addition to faster part replacements and repair availability.