Quantum Art Announces Changes to Customer Service and Support

For the last few months, we have been rolling out several initiatives to improve the quality of support for our products. Read the details about how this will affect you as a customer.

Quantum Art Announces Changes to Customer Service and Support

For the last few months, we have been rolling out several initiatives to improve the quality of support for our products.  Read the details about how this will affect you as a customer.

MORE FREQUENT PRODUCT ANNOUNCEMENTS

Although we announced QP7 Express, QP7.2, QP7 Payment Server, and Visual Studio Add-In on both the website and the ODC, and sent a newsletter last year, future news will come in the form of a simple email with links.  The assumption is that more frequent and succinct news sent to customers, and storing permanently on our site, will be more effective at getting information to our customers.  

In the near future we will announce QP7.6 with the latest Visual Studio Add-In enhancement.

Our last newsletter went out in June, 2007. A new newsletter is currently being written.  We are also putting together a blog for much more regular company updates. New hot-fixes, modules, and releases will be announced through this blog, in addition to News Announcements on the website and ODC.

INCREASED WEBSITE ACTIVITY

Updated Company News section on the site homepage

Updated Solutions section (examples):

Publisher
Social Network

Updated Customers section (selected updates, more coming):

Selected Customers

SUPPORT IMPROVEMENTS

Hired a dedicated Support Manager in 2007.

Support staff has been tripled since Jan. 2007.

Within a week or so, we will begin deploying the Bugzilla tracking tool for all of our clients. There will be an announcement, tutorials, account information, etc. Some key benefits on the support side:

Customers will now be able to enter issues into web form (bugzilla), and can attach files.  More beneficial is the ability to check all open issues in list view, verifying status, who the next step is assigned to, and to add clarifying details.  All future communication about the issue will be tracked on the same page.  Although we can still use email, response time will be made quicker by logging into your account.

PROFESSIONAL SERVICES IMPROVEMENTS

Bugzilla will also be involved in helping to define, and monitor the progress of, professional services engagements outside the scope of support.

Now we can enable 'On Demand' Development – meaning customers requiring small changes or enhancements to their sites can engage our Professional Services group.  Before, we had one formal way for customers to approach us with change requests or very small feature requests – ODD will reduce turn-around time.

Additionally, for customers that want to fix a budget for ongoing enhancements and improvements to their sites, we are offering Develop Service Plans. These are pre-paid accounts with a discounted monthly fee.

For both plans, Bugzilla will be the tool to communicate. Customers can use the same accounts as for Support, yet make requests for development. Foregoing a formal project initiation phase, we will still gather all necessary specification via Bugzilla. Its interface
allows collecting all communication in a single place. 

ODC IMPROVEMENTS

Improvements to the Open Development Community site
(http://odc.quantumart.com) include expanded (and updated) FAQs:

http://odc.quantumart.com/faq_search/

The increased support staff is now able to monitor ODC Forums more effectively to answer posted questions and participate in threads. We are currently also building a searchable help section of the site.

DOCUMENTATION IMPROVEMENTS

All of our user, developer and product documentation has been updated.  With our larger support staff, we are pushing to improve documentation even more.

Updated QP7 User Guide:

http://guide.quantumart.com