$BEFORE_TIT2About Technical Support Department$AFTER_TIT2
Suppose that IT-developer and operator have had no contacts since shaking hands on the ceremonial conclusion of contract for shipping a product. Ever since, this product would be better called a rarity which is worth being exhibited in a museum and costs a lot, but the only interest it could attract is the custodian's one. A billing system is far away of being a simple toolkit of windows, toolbar buttons and features meeting the newest customer demands. In greater degree it is a running process. Being a comprehensive software product running in the network environment it needs to be effectively managed and you will surely fail to do it without highly skilled staff. Any of your efforts that seem to be enough for today might appear to be not enough for tomorrow in the fast developing world of telco solutions. This market proved to be extremely challenging for operators since forcing them to permanently offer new products, services and approaches. If operator is not enough flexible for innovations, it comes to loosing a leading position. Therefore, a growing number of operator companies purchasing billing systems are looking forward to get the product providing not only the needed functionality, but also the developer's on-line technical support and updating. An operator can either succeed with the product or not depending on how the developer is able to predict the end-user needs and to response in time on new demands.
In our company we have a profiled department in charge for on-line contacts with our customers. It is our so called "Emergency Service" or Technical Support Department.
In the old days of cave-billing and 486 processors the staff of this department was only one employee, nowadays it reaches three tens of highly experienced telco specialists. The working time is "customized" so that you always have the opportunity to get on-line answer to any question. The number of employees is always growing together with our customers and the functions of that department become more and more various. Now we have Technical Support department not only in our headquarters in Saint-Petersburg, but also in Moscow. $BILLING_RIGHT_1