James Redman is the latest addition to the Fisk Brett support team. As trainee support technician, James is being fully trained on Progress and ProgressCRM. Then as he develops relationships with Progress users by understanding their issues and helping them to use the database efficiently, James will soon be up-to-speed as a valuable asset in the 1st line support team.
"I am absolutely delighted to have been given the opportunity of working for Fisk Brett" said James. "I have only been here a few days and everybody has made me feel very welcome as part of the team. With my existing computer skills and willingness to learn, I hope to develop my potential here to offer the best support possible to our clients".
James' arrival in the support team has allowed a reshuffle to the existing team. As the new 1st line of support for clients he'll be helping to take and log new calls, which will free up the more experienced members of the team to respond to existing issues. "I'll also be aiding others in the support team to resolve open issues, and as I becomes more experienced, I should be able to resolve more difficult issues myself."
What does James make of the new 'customer communications logging system' that he'll be using? "I can already see how Clogs is making a big difference to the way support is managed at Fisk Brett. When customers log calls via the system, we see them instantly and assign them as soon as possible. Clients can also track the progress of their issues online, which saves them time and cost of phone calls. Clogs has freed up more time for us too, so the team can respond to even faster."
