PLEXONOMY!

Here’s another area where software providers need a Plexonomy.  For some reason they think that money spent on support staff is not a good investment.  The truth is, support staff is usually not paid enough . . . . 

Here’s another area where software providers need a Plexonomy.  For some reason they think that money spent on support staff is not a good investment.  The truth is, support staff is usually not paid enough for what they’re worth.  Hence, to save money we see outsourcing to foreign support staff or suffer from high staff turnover, both resulting lousy service.  As the old expression goes, this is a penny-wise and dollar-foolish approach.

The best service I ever had was with a software developer that was smart enough to realize that their primary support staff was the best sales representative that the company had.  A happy customer is a permanent customer who buys full-support contracts year after year and doesn’t go looking for another system.  A happy customer is also a great reference source for other potential customers.

When software breaks it’s reassuring to talk to a support representative who knows the system and, most importantly, knows how your business uses the software.  The support rep intuitively knows the right solution.  Down time is minimized.  You look good to management.  You get a fat bonus ( . . . sorry I got carried away).

Software developers need to provide timely, accurate, and comprehensive support (especially at the high cost of support contracts)!  Why don’t they do this?  Because they need a Plexonomy!  What’s a Plexonomy you ask?  It’s a new surgical procedure where surgeons install a flexible piece of Plexiglas™ in the stomach region.  It’s for people with their head up their backside so they can see where they’re going!