New support workflow for faster and more efficient handling

To better support our users, we have introduced a renewed workflow within our support department. This change is currently in a transition phase and is aimed at handling support requests faster and more efficiently by ensuring they reach the right specialist at an earlier stage.

Why this change?

Over the past few years, Florisoft has experienced significant growth. As a result, both the number of support requests and the pressure on our support department have increased, which in some cases led to longer ticket resolution times. Because we consider it important to support our users quickly and effectively, this development called for a revision of our support structure.

There is a need for a workflow in which questions are directed more quickly to the appropriate area of expertise

Previous support structure

In the previous setup, support tasks rotated within the entire support team, and incoming requests were handled by the support employee on duty at that moment. As a result, employees — regardless of their experience or specialization — dealt with a wide range of questions and issues. Not every employee possessed the same level of accumulated knowledge and experience, but the team was flexibly organized and supported one another whenever necessary in resolving tickets.

This way of working functioned well for many years and matched the organization at that time. However, with the current volume of support requests, this approach is no longer sufficient. There is now a need for a workflow in which questions are directed more quickly to employees with the appropriate knowledge and expertise.

New workflow

Instead of a rotating system in which all support employees combined different tasks, we now work with a clear structure and division of responsibilities based on knowledge and experience. To achieve this, we have divided our support department into three levels: L1, L2, and L3.

The first contact with our support department will always take place through an L1 support employee. This employee carefully registers and analyzes all incoming support requests and ensures, based on impact and urgency, that the issue is assigned to the correct area of expertise. Simple questions or problems are resolved directly whenever possible.

Support requests that require additional analysis, specialized knowledge, or further follow-up are escalated to an L2 or L3 specialist. Tickets are handled based on priority and order of arrival. Priority is determined using carefully designed intake questions that assess the urgency and impact on your business processes. In the event of disruptions to critical business processes, issues are escalated immediately so the appropriate specialists can become involved as quickly as possible.

Within this workflow, our support specialists work closely together with specialists from other departments. This allows knowledge to be shared more quickly and enables complex issues or disruptions to be coordinated directly with the appropriate experts.

With this structure, we ensure that tickets are handled more quickly by employees with the right expertise, resulting in more efficient processing, shorter resolution times, and greater predictability in our support services.

Disruption of a critical business process

We understand that in the event of urgent disruptions, you want to be able to rely on fast and professional follow-up. That is why our L1 employees work with fixed intake questions and classifications to carefully assess and prioritize incidents. Please also refer to the image “Priority Definitions.”

When it is determined that an issue has the highest priority (P1) because primary business processes are affected and no workaround is available, the ticket is immediately transferred to an L3 specialist. The L3 specialist starts working on the issue right away, performs further analysis, and actively works toward a solution. Thanks to the short communication lines with other departments, the specialist can immediately involve the right expertise when necessary to resolve the issue as quickly as possible. P2 incidents are also handled with appropriate urgency in order to minimize the impact on your processes as much as possible.

You can therefore rely on the fact that every incident — regardless of your initial point of contact — will be carefully assessed and assigned with the correct priority to the appropriate expertise.

New structure, same vision

We understand that with our previous way of working, you may have had varying experiences with our support department. Naturally, we strive to support every user as effectively, quickly, and carefully as possible.

With this renewed support structure, we have taken an important step in further professionalizing our services. At the same time, we will continue investing in the development of our support department. Our goal remains unchanged: to support you as effectively and efficiently as possible in optimizing your work processes.