Trucking logistics software support is a critical success factor for a project. Whether the software is developed by an internal team or by a vendor, before implementation, there are several points of attention that stakeholders need to be aware of for software adherence and project success. Moreover, what are the preparation steps to ensure trucking logistics software projects have adequate support for users?
By João Ricardo Gubolin, Chief Business Development Officer · January 20, 2023.
Team Interactions and Workflows
In the conception of trucking logistics software projects, the more involvement of the support team and end users, the better. However, budget and time restraints often oblige stakeholders to overlook this. Moreover, having support team members participate in the design of product prototypes, workflows, documentation, testing, or quality assurance allows easier transitions once the support phase starts.
User Training and Follow Up
New user training, knowledge base, training videos, and user follow-up are resources that help ensure an effective and efficient support process. These factors are boosted when the support team actively participates in them. For instance, having support team members help onboarding users, write knowledge base content, record training videos, and conduct periodical user follow-up calls will help improve support quality.
Support Workflows and Tools
Before support starts, trucking logistics software stakeholders need to document the support process. This means appointing the appropriate people to handle the different priorities and support tickets. There needs to be a division of level one, two, and three support. Level one support is responsible for understanding if the user’s inquiry is a system issue (a feature malfunctioning or not working) or a lack of training to use the system. Suppose it is a feature malfunctioning or not working. In that case, the ticket is escalated to level two support, which further verifies if developers need to perform adjustments in the software source code. If that is the case, the ticket enters the system backlog and follows the software engineering best practices before the Customer validates the solutions and support closes the ticket.
A simple workflow chart is a valuable tool for this process. Further, there needs to be a set of priorities and deadlines associated with the most critical classes or categories of support inquiries (tickets) that will arrive. In this process, a support ticketing system is valuable for organizing and setting those parameters quickly and automatically.
Consequently, users will also see more professionalism and accountability from the support team. A vital relationship rule for users and support personnel is always to write back-and-forth communication. This is extremely important to have an adequate track record for training in evolving software support.
Conclusion
Trucking logistics stakeholders need to think about user support workflow for internal or external software before it goes live in the company. An ideal situation is when people involved with support activities participate in software projects’ design, documentation, development, quality assurance, and testing. By actively engaging throughout the development of a project, the support team can create user training materials and participate in user guidance sessions and follow-ups to ensure an effective and efficient user support environment. Moreover, having tools and processes to structure and manage software support teams can ensure that customer support quality stays afloat, reaching goals and expectations set by stakeholders.
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João Ricardo Gubolin is the Chief Business Development Office of Ghubee.
Ghubee is a platform specializing in trucking logistics APIs, integrations, and intelligent systems. Our focus is to automate the communication-integrated systems of vehicles through next-gen networks, AI and machine learning, IoT, big data, cybersecurity, and 5G in the best possible way and at the lowest possible cost. Expanding a company’s culture to new technologies is necessary to remain in the current market. In addition to reducing costs and increasing productivity, integrating digital services into the organization’s systems is essential in the new economy. To schedule a free consultation, click here or visit https://ghubee.com.
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