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Managing support case escalations

Michael was the gateway between the IndigoVision's regional support teams and the engineering development teams. He established the process for this and defined the workflow implemented using the Salesfore CRM software.

The gateway role ensured that:

  • Cases passed to the development teams had sufficient information for investigation.
  • Developers were not distracted by external intrusions
  • Cases requiring further evidence or information could be passed to test team for reproduction
  • Further dialogue and invstigation by customer and support teams could take place if required

Investigating support case escalations

Michael was the gateway between the company's regional support teams and the engineering development teams. He established the process for this and defined the workflow implemented using the Salesfore CRM software. He ensured that any cases passed to the development teams had sufficient information to allow developers to work on issues.

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