A key difference that sets Corum Digital apart is that the support team works side-by-side with the development team, in the same office. This means that the support team has insight and input into the development of the platform and that the development team has direct access to customer feedback in terms of new features and where they are experiencing challenges. Having this kind of in-depth access to the software’s development means that we as support technicians can get to the root cause of most customers issues very quickly and resolve them, usually the same day.
Because we don’t have traditional tiered support, the person who responds to a support request is always a top-level specialist and the one who will resolve the issue. This means that we develop strong relationships with the people who use our services which gives us direct and highly relevant feedback on how we can make the service better and what new features are most important to them. It’s a great feeling to implement a time saving, creative, or organizational feature based directly on user feedback, and then to be able to tell clients about these additions coming in the next release.
The atmosphere at Corum Digital is one of collaboration and teamwork amongst everyone in the company. It’s very satisfying when you resolve a customer’s issue or see them using a new feature that you showed them how to use. I really enjoy getting to know our customers and their business and finding ways to help them reach their communication goals.