Blog Series: How New Support Standards and Service Delivery Management Are Advancing Our Customer Service
In our blog series, we’ll gradually introduce you to the people behind our software service. We’re kicking things off with Kevin, who, as Service Delivery Manager, plays a key role in continuously improving our support and service processes. In this interview, he shares insights into his day-to-day work and the implementation of new support standards, and explains why good support goes far beyond simply processing tickets.
Kevin, what are some of the tasks you handle in your day-to-day work?
Kevin: My focus is on service delivery management and the further development of our service processes. At the same time, however, I remain actively involved in the support business. This allows me to stay in touch with the day-to-day challenges our customers face. This combination helps me not only improve processes in theory, but also refine them based on concrete experiences from day-to-day operations.
Kevin, Service Delivery Manager
You’ve introduced a new support standard. What prompted this change?
Kevin: Today, our customers expect clear processes, fast response times, and transparency. That’s why we analyzed and refined our existing workflows. The goal was to establish clear lines of responsibility, standardize communication channels, and make collaboration between customers, support, and operations even more efficient.
What benefits does this bring to customers?
Kevin: Above all, customers benefit from greater transparency and accountability. They always know who their point of contact is, what the current status of their request is, and what the next steps are. At the same time, we can prioritize requests more quickly and handle them in a more targeted manner.
Does working in support help you in your role as Service Delivery Manager?
Kevin: Definitely. If you want to improve service quality, you should experience the daily challenges firsthand. By working on tickets and customer inquiries, I get a direct sense of where processes are working well and where there’s still room for improvement. That fosters understanding on both sides—for our customers and for our team.
What challenges do you encounter most frequently?
Kevin:Kevin: Every customer works differently and has different requirements. The challenge is to establish consistent standards while remaining flexible enough to accommodate individual needs.
What motivates you in your work?
Kevin: I’m especially motivated when customers feel that we understand their needs and are actively working on improvements. It’s great to see how a support request can lead to long-term optimizations that make our customers’ day-to-day work easier.
Thank you very much for the interview!
