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This small software company does almost all its customer support through email, reports a pilot fish there.&For the first two years I was there, all support email was handled via Outlook,& fish says.
&However, we started to grow, and using Outlook became impractical; people started double-answering the same message.&So company invests in a new support ticketing system that will allow better tracking of tickets and who is assigned to what.The company lead support tech tests the new system for several weeks, and everything appears to be working fine.
The rest of the techs are trained.
The system is announced to customers as a big step forward in support.
As a last step before launch, the support people create signatures to attach to all their outgoing messages to customers.
