An essential part of any project is keeping things running and live in the field – whether that be a retail store, a restaurant, or another environment
A project’s success or failure may depend on many things, but it ultimately relies on whether the project is live and working in the field. The greatest idea or intention can fail if technical issues keep it from working as intended.
You only have a moment to gain customer’s trust. People may or may not notice when things work, but they certainly recognize when things don’t – having a negative impact on your brand or experience.
Here, we go behind the scenes and talk to our support staff to learn more about their process and how they keep things running 24/7.
What are some of the complexities of keeping a project live and working?
We need to use several support tools to ensure our client’s technology stays up and running. Each tool has a specific purpose, so our team is cross trained on multiple platforms.
Each project is unique, so our team needs to be able to adapt and retain a lot of technical information. At Reality we need have the ability to pivot at any point.
Can you talk about how support can proactively avoid failure in the field?
We use a lot of proactive processes and reporting to ensure problems are addressed promptly. We also monitor varying tools / reports that help uncover systemic issues which we can then formulate a plan to address swiftly. We’re also able to respond swiftly with new requirements as they come up – for example, during the pandemic, our team was able to push specific content regarding Covid safety within the retail space to 1000s of required devices in hundreds of retail spaces across the country.
What sort of structure should a support team have to ensure success?
Our Support team is structured with the ability to adapt to our clients needs. Our team currently operates 7 days a week.
We provide support via email, phone, and on-site troubleshooting. All of our support reps are knowledgeable with the ins and outs of the technology within the projects we support.
Before embarking on your digital transformation project, consider how you’ll implement and support it in the field. For over 20 years, we’ve been delivering digital transformation projects to meet our Retail-Rugged® standard. Get in touch to learn more.