Software Support
Intura’s commitment to service is our first and highest priority. A dedicated team of support professionals provide technical assistance to customers for a variety of software applications, operating systems, and hardware platforms. Intura’s support team is available by phone from 8:00am to midnight, Central Time, seven days per week, 362 days per year. The support department is closed on Thanksgiving, Christmas Eve, and Christmas Day.
Intura utilizes CRM Service from Microsoft as our call management and tracking software. Each support call is categorized to further detail why calls are being generated. That allows us to analyze trends that can be resolved through the change of software or systems. In addition, the CRM Service application is closely integrated with our CRM Sales application so our account managers can provide the best information and service to our customer base.
Supporting systems in restaurant sites requires a very detailed and structured process in order to reach optimum service levels. Each call received by our call center is categorized into one of the following three categories:
Level 1 – Known Solutions to Known Problems
Inbound calls are received by a Support Engineer and logged into the CRM call tracking system. The engineer quickly verifies the customer information and updates any changes and then attempts to determine the severity and type of call in order to better handle the situation.
Calls generally fall into one of four categories: training, software support, network/OS support, and hardware support. A process flow diagram has been developed for each of these categories.
Level 1 support agents search the Intura Knowledge Base for specific problem resolution documentation and attempt to resolve the call within 15 minutes. If the problem can’t be resolved within this time frame, the call is then escalated to a Level 2 engineer.
Level 2 – Known Solutions to Difficult to Troubleshoot Problems
Level 2 calls may require remote communication support in order to more readily identify the problem and initiate the resolution. The problem may be solved with a work around, quick fix, SQL script, or product reinstallation. Level 2 personnel target a 60-minute time window for problem resolution after escalation by a Level 1 agent.
Level 2 engineers have successfully completed all of the requirements of a Level 1 agent, and through actual work experience they exhibit a greater ability to resolve more complex issues.
If a particular problem cannot be resolved within 60 minutes, the appropriate information is gathered and the call is then escalated to a Level 3 engineer.
Level 3 – Finding Solutions for Unknown or Intermittent Problems
Development engineering support is designed to resolve the outstanding issue for the customer in order to get them back up and running quickly. An engineer at this level will also be trained to spot potential problem trends, analyze databases, and troubleshoot complex issues.
Our Level 3 engineers often work directly with the Development Team to debug and troubleshoot problems. The support engineer will be the “eyes and ears” for the developer, working to limit the time the developer invests in the problem while also shielding the developer from distractions that slow down research and development work.
Once a problem has been resolved, the Level 3 engineer will be responsible for authoring a new document or modifying an existing document within the knowledge base in order to reduce the need for escalation in the future.
Software Maintenance
Intura devotes significant resources to the continuous improvement of our software products as part of our software maintenance program. A team of business analysts, developers, quality control and documentation personnel are dedicated full time to the enhancement of our products. This includes; improving speed, enhancing existing features, and adding capabilities suggested or requested by our customers.
Intura takes a single source approach to software development. Customers who participate in our software maintenance program will receive the benefits associated with each new release as it becomes available. Software updates can be downloaded by customers or partners from our web site for free or mailed for a small fee.