Consultant at SoftwareSupp
After running numerous integration projects, we’ve noticed that there are a few main challenges for companies working with consultants and agencies supporting them with development and other software services:
Let me show you how we address these problems at SoftwareSupp by managing the network of certified experts and what kind of guidelines we follow when working with customers, by:
The information about the project is shared with the available pool of verified experts based on experience and skills in selected technology. Typical information indicated in the project include:
Experts can quote on the project providing most important information about their offer, including:
Important aspects of sending your offer at SoftwareSupp:
The expert is then selected by the customer or suggested by SoftwareSupp team based on:
The ultimate decision on the expert's selection/choice is always made by the customer.
Important! Contracting SoftwareSupp customers/projects outside SoftwareSupp is forbidden and results in immediate termination of co-operation between SoftwareSupp and the expert.
After the customer's decision and start of the project, a customer and expert receive a welcome email that contains:
Once the customer is onboarded to the project, he/she is requested to share access to software tools through a secured password submission form. Together with the password, the customer should also be requested to deliver information about the company’s stakeholders (email addresses, phone numbers).
An expert/freelancer is onboarded to the project, following the below process:
Work and updates
We work in weekly (for larger projects) or bi-weekly (for smaller projects) sprints, meaning:
All the work is planned and reported through a dedicated support system.
Key communication like milestones updates and support queries need to be conducted through SoftwareSupp support system (ticketing or chat).
We reply to customer & SoftwareSupp support queries within 1 hour from query submission. In the answer we provide:
a) an answer to the customer question (the real and actual one, once we don’t know something and need to check on this, we say this)
b) estimated time to complete the task and set up the solution
(in hours or a time when it can be implemented)
Every answer (if it requires action on the developer/expert side) is followed by:
a) A ticket created in the system
b) Actual action/activity taken by the dedicated expert/developer
If we don’t know the answer:
a) if it can be checked quickly (e.g. by asking our community/partners) we 1. Inform the customer that we’re checking on this, 2. check with community/expert partners (e.g. by posting the query as a ticket). An internal SoftwareSupp team or a community of expert can then come back with the answer to the question and support a developer/expert in solving the issue)
b) if it requires research (e.g. dev issue) we 1. Inform the customer that we’re checking on this and that it might take a while and 2. check on this by running research.
Any access to the software should be collected by following the below process:
a) Adding email@example.com account as an admin to their software, or
b) Submitting access through a secured form:
Remote setup session
The customer can also be supported with the remote setup/support process triggered by:
a) Booking a time with the expert using a dedicated meeting system at SoftwareSupp
b) Calendly meeting: https://calendly.com/softwaresupp/software-consultation
c) Video meeting using Whereby: https://whereby.com/softwaresupp
Any dev work is performed according to the following process:
a) The solution is always first implemented on the person or company’s staging environment
b) The solution is tested for proper setup/implementation
c) The solution is released on the production or is simply duplicated for the company’s production in the same way it was implemented on staging
Hourly tracking at SoftwareSupp Support:
For projects with hourly tracking, we do hourly tracking for every completed job and ticket.
Quality monitoring guidelines:
A customer is sent a bi-weekly questionnaire checking on the customer’s NPS score (how likely he/she is to recommend our services to a friend).
Link to the form: https://picksaas.typeform.com/to/TYGlgJ
To receive payment for your services, you need to have an active listing at SoftwareSupp platform with the connected and verified account.
The payments are made through a connected account or by sending an invoice to firstname.lastname@example.org.