About ALVARA: #2 Service - our team for your perfect solution
In our team, service not only means quick solutions, but above all a sympathetic ear, commitment and the ambition to master every challenge together. Our experts are problem solvers, enablers and your personal companions on the way to optimised software support in cash management.
The enablers
With specialist knowledge, creative ideas and a clear goal in mind - the satisfaction of our users - our service team is on hand to deal with customer enquiries. Their expertise goes far beyond simple queries. Our employees attach great importance to comprehensive customer training and offer immediate support with updates. Actively obtaining feedback on our products is also part of this in order to best fulfil needs and ensure continuous improvement.
A team of seven passionate problem solvers and answerers is dedicated to first-level support. The division into two content-related camps has proven its worth over the years: the retail and CIT managers. Thanks to regular meetings as part of the release processes, documentation and testing, the entire department is always up to date on all our solutions. The flat hierarchy and short lines of communication contribute to the rapid processing of requests and at the same time promote collegial cooperation!
Daily Doing: Your enquiries
Whether for updates and the introduction of software components, analyses and troubleshooting or testing hardware connections - our employees are available by e-mail or telephone. If required, we also organise regular on-site appointments with customers, as many of them appreciate the personal exchange.
Our internal ticket system ensures efficiency. Our team receives enquiries by email or telephone with all the necessary information and assesses them according to their priority. As a kind of knowledge database, our documented tickets also serve to ensure the traceability of different requests. If similar enquiries arise, this allows us to respond even more quickly.
Whereby everyday life is mostly determined by individual enquiries. This is because all our customers go through very different processes. Ad hoc responses are therefore the speciality of our colleagues and their passion. Every day is varied and brings new and exciting tasks - with a reliable team, this is a real pleasure for our service department.
A well-coordinated team
Open communication, mutual support and teamwork are the cornerstones of our department. Each team member contributes individual strengths in order to master challenges together. Flexibility is paramount - be it in adapting to new requirements or in dealing with unexpected situations. These values not only create a strong team, but also a working environment in which everyone feels comfortable and motivated to work towards common goals.
There are also numerous interfaces with other departments. Service liaises particularly closely with the project and development teams in order to resolve complex customer enquiries quickly and precisely. Our service employees coordinate second-level enquiries together with project management and pass them on to development where necessary. This interaction enables us to respond flexibly and efficiently to any challenge.
A look into the future
Our service thrives on customer satisfaction. That's why our employees are always working on an all-round carefree package for you. Regular further training and inspiring team events already ensure that our service department works professionally as a whole and that each individual can grow personally.
Would you like to find out more about our team? How about an insight into our software development.
Find out more ‘About us’ here!