Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
By signing up for your free account, you agree to receive e-mails from Triggre.
By signing up for your free account, you agree to receive e-mails from Triggre.
After presenting your solution to final users and key stakeholders in the sixth step, the final stage of Triggre's Automation Project Playbook is “Support”, where you’ll focus on setting up proactive assistance for the users.
This step goes beyond simply responding to questions—it's about preventing them altogether: setting up a proactive system to tackle issues before the user even knows there’s a problem, establishing user-friendly communication channels to obtain feedback and create a knowledge team to prioritize improvements... Keep reading to learn how great support can future-proof your automation project!
When your project shifts from implementation to day-to-day operations, offering support becomes essential to ensure your application continues meeting business needs. However, we must distinguish between “Good” and “Great” support:
Proactive support minimizes downtime, builds trust, and strengthens relationships with your users. In fact, this Forbes article highlights that proactive support significantly improves customer satisfaction by making users feel valued and appreciated. This stands in clear contrast to the frustration and dissatisfaction often associated with reactive support, where customers typically have to contact support after an issue has already impacted them.
Your system should already have self-monitoring capabilities, and be capable of detecting issues on time and alerting you the moment something goes wrong. However, proactive monitoring takes this a step further. It not only enables real-time issue detection but also empowers your team to anticipate potential problems before they occur.
By continuously analyzing performance trends and usage patterns, proactive monitoring helps you spot anomalies early, providing actionable insights that let your team take corrective measures before a small issue grows into a big problem. This approach ensures smoother operations, minimizes downtime, and frees up your team to focus on optimization rather than constantly reacting to crises.
And as for the user's perspective, consider this: instead of waiting for a frustrated user to report an issue, your system takes the initiative. This approach also improves user confidence, as they know the system is being closely monitored and that solutions are already underway before they even notice a problem.
If your application serves external users, such as customers or suppliers, it’s crucial to establish a single point of contact within your organization and theirs to keep your application aligned with company growth. You can use user-friendly feedback channels, such as in-app suggestion boxes or surveys, allowing users to contribute to continuous improvement, keeping the solution relevant and effective.
Also, we recommend establishing a knowledge team made up of representatives from different user groups. This can also include external users, such as suppliers or customers, to provide a broader perspective. Scheduling regular knowledge team meetings helps you stay ahead of challenges by gathering direct feedback, ensuring your solution remains relevant while fostering collaboration across teams.
Additionally, having a list of fixes and improvements ready is important, but prioritizing them is where the knowledge team can also come in to keep the solution valuable in the long-term.
