Title: Maintenance and support for ACEVR phase 1
Milestones hit:
– Conducted training sessions for the architect engineers on how to use the new features and
enhancements in the 2022 version. These sessions were conducted both in- person and online,
depending on the location and preference of the engineers.
– Expanded the ACEVR team by hiring additional software developers and customer support staff.
Challenges:
– Accommodating the varying skill levels and familiarity of the architect engineers with ACEVR. Some
engineers were more experienced with the software, while others were new to its functionalities.
How were the challenges handled:
– Customized training materials and sessions were created to cater to the specific needs of each group.
Advanced topics were covered for experienced users, while comprehensive introductory sessions
were conducted for new users.
– Provided ongoing support and documentation to ensure engineers could seek assistance as needed.
Key risks and issues:
– Timely resolution of customer queries and issues during the maintenance and support phase.
– Ensuring efficient and effective customer support to maintain user satisfaction and minimize
workflow disruptions.
Plans for the future:
– Implementing a comprehensive ticketing system and knowledge base to streamline the customer
support process.
– Enabling users to submit queries and issues for prompt and accurate resolutions.
– Investing in the professional development of support staff to address complex customer needs
effectively
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