In order to improve the quality of support services, GeneXus Inc. will offer its clients an application developed with GeneXus, which will enable them to manage support queries more efficiently.
Verónica Buitrón, GeneXus Inc. Director, reported that from the Web Support, and through the Internet, GeneXus Inc. clients will be able to input their support queries, follow-up their status, know who worked on each query, as well as the answers that they received.
Nowadays, almost 100% of the GeneXus Inc. support-related queries are received and managed through e-mail. However, once the new application is in place, this system will come to an end "Managing their problems through e-mail is something difficult for clients to do. It is also practically impossible for knowledge to be reused by having access to queries that have already been made. Sometimes, our clients are not even aware of the queries made by other developers in their own companies," explained Troy Ramírez, GeneXus Inc. Support Manager. In this system, all the queries are saved so that searches on problems which have already been solved may be implemented. Moreover, he added that the application has incorporated the use of the Workflow (GXFlow 7.5) technology for enhancing the efficiency of the response provided by GeneXus Inc. support team, thus improving customer service quality.
Furthermore, Web Support centralizes the access to all the information that the client may require from the Download Center, upgrades and documentation. In order to display this information, ARTech's Web Services are used, although using a different interface. "The application has been developed by using Web Components with GeneXus.NET from version 7.5. It uses Web Services, GXFlow 7.5, and the GeneXus Olimar version for enabling report printing in the PDF format," Ramírez summarized.
GeneXus Inc. clients will have a user ID and a password to access the new support system which will be available before the end of the year.