Image Management Application Support for a Global Provider of Photo Processing Solutions
Customer
The Customer is an international software company delivering products for image processing, storing, and printing.
Challenge
The Customer had a ready-to-release family of image management desktop applications (for Windows OS and OS X) used to preview and import photos and videos from a user's camera to the desktop and make optical corrections. The applications were integrated with each other and with third-party software for image editing (Adobe Photoshop, Adobe Lightroom, Aperture).
To ensure high user adoption and satisfaction rates, the Customer was looking for competent support of the applications. The Customer required support from the beta testing stage to create the basis for effective support services.
Solution
After studying the product documentation, ScienceSoft’s support specialists began with providing 8/5 help desk and L2 support to a group of beta testers.
Help desk services included answering questions on the effective use of the Customer’s software and providing instructions for solving minor issues (such as password resetting). To enable knowledge sharing and avoid repetitive issues, our team launched an internal user forum. Beta testers used it for posting issues and questions they encountered, and L1 agents managed the forum and tracked all the issues with JIRA. If L1 agents could not solve a problem, they transferred it to Level 2 support whose responsibilities consisted of troubleshooting (for example, addressing problems with loading, processing and saving photos). The issues beyond L2 support’s competencies were escalated to the original developers of the solution. The escalation rules and responsibilities of each support tier were stated in the SLA.
According to the SLA, the support team sent the Customer daily reports featuring the handled cases.
Upon finishing beta testing, ScienceSoft continued to render the support services according to the established model. The user forum was shared with the end users of the Customer’s applications as an online service on the Customer’s website to boost self-support.
ScienceSoft provides the Customer with monthly reports featuring the KPIs agreed in the SLA: the number of the received service issues, the percentage of resolved ones and the status of the issues in progress.
ScienceSoft’s support team continues to work in close cooperation with the Customer’s development and BA teams for the effective resolution of issues.
Results
ScienceSoft’s team effectively provides support services to the Customer’s solution and ensures that end users’ questions and requests are timely answered and transferred to the solution’s development team if needed. We also manage the user forum and report monthly on the agreed KPIs. It helps the Customer to focus on developing their image processing products further and retain and win new loyal clients.
Technologies and Tools
Atlassian JIRA, Bamboo, Adobe Photoshop, Adobe Lightroom, Aperture, SQLiteStudio.
