Customer Support Evolves to Operational Excellence Team

ASQS

From Support Heroes to Operational Excellence: Our Team Evolves!

ASQS / November 7, 2024

Our colleague Bernd already teased it a few weeks ago, now it is official! Our Customer Support department gets a well-deserved re-branding. We introduce the Operational Excellence Team.

From Customer Support to Operational Excellence.

The evolution of our Customer Support department comes in the form of a brand new name:
the Operational Excellence Team. But this is not just a change in name and staff titles, but a change that reflects the expanding scope of responsibilities our team now shoulders.

Years ago, when our iQSMS user base was a fraction of its current size, a single shared email inbox handled the then much smaller volume of customer support tickets. Fast forward to today – a dedicated team of 13 professionals handles more than 8000 tickets annually via our iQSMS Service Desk. The team tackles everything from direct client interaction and change coordination to quality assurance and preparing development suggestions. They are more than Customer Support agents – they care about Operational Excellence.

Operational Excellence Team Vienna

Why the Change?

Operational Excellence captures the essence of our colleagues’ dedicated work – not just responding to issues and tickets, but actively contributing to a system of continuous improvement. The rebranding introduces two specialized roles that reflect our team members’ distinct areas of expertise:

Operational Excellence – Client Support: This core function remains central to the team’s mission. They’ll continue to be the primary point of contact for our valued customers, assisting with iQSMS functionalities, coordinating changes, and providing expert guidance. Additionally, senior members play a crucial role in gathering and refining development suggestions from the user base, ensuring these insights reach our product and IT teams.
Operational Excellence Quality Assurance: This team ensures the smooth rollout of new features and bug fixes. They meticulously test updates before they reach our customers, guaranteeing a seamless user experience. Additionally, they handle more technical aspects, like verifying and reproducing complex issues reported by our user base. Senior team members take over communication, crafting and distributing emails on crucial topics impacting all users.

This new structure offers several advantages:

Service Clarity: Clients benefit from knowing they’re working with designated specialists in either support or quality assurance.
Recognition of Expertise: The new titles acknowledge the specialized skills and professional development of our team members.
Team Unity: Despite different roles and global locations, we’re united in our pursuit of operational excellence.

Looking Ahead

This evolution to the Operational Excellence Team represents not just a change in name, but a commitment to continuous improvement and professional growth. It recognizes the sophisticated skill set our team brings to every interaction while maintaining the personal touch and dedication to service that you’ve come to expect from ASQS.

Whether you’re working with our Client Support or Quality Assurance specialists, you can be confident you’re in the hands of professionals who are passionate about delivering excellence in every aspect of their work.