The success of our customers is of premium importance, and the informXL Customer Support team is here to ensure our builders can rely on their informXL tools on a daily basis to help their operations run smoothly. There’s a lot at stake, and our team is here to help builders address any issues that arise. We thought you might like to learn a little more about the team behind the scenes, their day-to-day experiences, and how you can partner with them to produce the fastest resolutions to your technical support issues.
I recently sat down with Erin Morris, Support Manager, and Kin Lau, Support Specialist, for some insight:
Q 1: Tell us a little bit about your background prior to informXL, in terms of your experience with ERP systems and homebuilding.
A (Erin): Previously, I worked for a top Builder 100 company, implementing and supporting enterprise-level systems and business management software.
A (Kin): Prior to joining informXL I was a Support Specialist for NEWSTAR at Constellation HomeBuilder Systems for 17 years.
Q 2: Walk us though a day in the life of Customer Support.
A (Erin): There’s really no typical day. We support thousands of users representing over 250 homebuilders across North America and everyone tends to have their own flavor of issue we can help with.
A (Kin): I start the day off looking at the Support Ticket Dashboard to get a view into new issues, what’s happening with existing tickets in progress, what’s urgent and any recurring issues that might affect the client base as a whole. Every day brings a new challenge.
Q 3: What are the most frequently submitted tickets?
A: 1) informXL Ribbon not loading, or 2) ODBC Driver Missing (Run-time error ‘1004’).
- If a user finds their informXL Ribbon is not loading, typically the issue can be corrected by simply running the “Analyzer – Setup” file found inside the User Setup and Documentation folder. Check out the Knowledge Base article here for instructions on how to correct the issue.
- If the ODBC Driver is missing (Run-time error ‘1004’) this typically means the user’s workstation is missing the Microsoft ODBC Driver that the Analyzers have been configured to. This is a simple fix and we’ve outlined the steps necessary to address the issue in a Knowledge Base article here.
Q 4: What are some of the biggest challenges you face on the Support Desk?
A (Erin): I would say the biggest challenges we face fall into two camps – the first being incomplete information on the initial support ticket submissions and second, short notice on server migrations.
When opening a ticket, we recommend users include as much information as possible. Ideally, we’d love to see the following in all support ticket submissions:
- Company name
- What Analyzer(s) are you experiencing the issue with, or if it’s a Datamart issue
- How are the file(s) being accessed, via RDP or workstation?
- The direct path the said files
- What, if anything, has changed since you starting having issues?
- What errors are the users receiving and please include screenshots (ALL the screenshots!)
A (Kin): Ditto to what Erin said! The more information we have, the faster we can resolve issues since with better information upfront, the likelihood of lengthy email exchanges is significantly decreased. For server migrations, the more notice we have, the better. Even without the exact calendar date, as soon as discussions begin, please let us know so we can put a soft block on a date to ensure we’re ready to go when you are.
Q 5: What is a typical response time customers should expect when submitting a support ticket?
A: Up to 24 hours.
Q 6: Your favorite part about your role?
A (Erin): Interacting with our clients. It’s always something new so it helps keep the job interesting. I find it rewarding to build relationships with clients as we help address their requests.
A (Kin): Digging into each ticket and providing resolutions. We aim to ensure our clients have the best experience possible with informXL and helping them through difficult challenges or even more routine requests is gratifying.
Q 7: What do you like to do in your free time?
A (Erin): I enjoy spending time with my family, running, taking vacation, watching college football, attending concerts, and spending time in the sun.
A (Kin): I’m an avid birdwatcher, but outside of that I also enjoy photography and staying involved with community activities.
From errors, to upgrades, to server migrations, our Support team has you covered. Beyond Kin and Erin, we have a team of Developers and Product Managers ready to help meet your needs. Submit support inquiries to [email protected] with as much information as possible to help us address your questions as quickly and efficiently as possible.
Questions about how to leverage the Analyzers to meet specific reporting needs? We offer videos on our YouTube channel to help you maximize your use of the informXL Analyzers to meet your unique needs.