Support Vision

Questions, Questions, Questions
By Derick Larson

What do you expect when you call support? Do you typically just have a “How do I…?” question. Has your customer asked you to add an enhancement? Have you heard about an upgrade and want to know what’s included?

When you call support, we ask a lot of questions. We ask questions to try and figure out what’s wrong. Asking questions is part of our diagnostic process. We use the answers to narrow down options and present solutions.

The next time you have to call support—or even better, when you don’t have to call support—take the opportunity to ask us questions about our products. We’re always happy to explain how a new feature works, or how we’ve seen other customers use Kinetic Data applications.

A great example of this is the new Kinetic Task Engine that comes bundled with Kinetic Request, Version 5. While we offer a couple of classes on the Kinetic Task Engine (shameless plug—Kinetic Data’s Training Schedule), it may be awhile before customers can get up to speed with configuring and using the new features. While you ask questions about issues you may have with the Kinetic Task Engine, please ask us questions about how you could use it and how other customers are using it.

My name is Derick Larson and I’m one of the folks providing support and training to users of the various Kinetic Data products.

 

Introducing Kinetic Vision

Kinetic Data is reaching out in support of the Business Service Management community by launching our new blog Kinetic Vision, Building a Better Business Service Management Blog.

For more than 10 years, Kinetic Data has delivered business service management and service delivery management software tools for enterprises and service providers. We build software solutions that allow business departments to interact with employees for better overall service and improved efficiency—throughout the entire enterprise.

Our goal is to empower our customers to take ownership of their service management processes. We are passionate about developing new tools and identifying future trends by listening to you.

Our mission with Kinetic Vision is to provide an objective and informative business service management blog where experts can provide thought leadership and interact with you. Topics will include a wide range of Business Service Management themes.

In addition to me, Kinetic Vision bloggers will include:

  • Derick Larson, Support/Trainer, Kinetic Data
  • Brett Norgaard, Outsourced Service Provider Director, Kinetic Data
  • Greg Johnson, Implementation Consultant, Kinetic Data
  • Michael Poole, Director International Business Development, Kinetic Data

We’ll be posting regularly, so check back often. Grab our RSS feed or subscribe to our blog by email.

Nancy Nafziger
Editor-in-Chief
Marketing Director, Kinetic Data