Find out the latest news and information around PestPac Software.
I would like to introduce the very first episode of MEET MARATHON. Trying to put a face to the name and voice of the person that's been helping you with PestPac? I will take you behind the scenes at Marathon Data Systems' New Jersey office so that you can meet the staff and get the inside scoop. You are about to experience Episode 1 of the Meet Marathon Video Series – Support Edition...
Marathon Data Systems' Support Staff
Why Our Support Team Exceeds Expectations
While we know we don't get it right 100% of the time, we are proud to have an extraordinarily dedicated and experienced group of support representatives located in our main headquarters here in New Jersey who truly want to help our clients be successful. While celebrating Memorial Day on Monday, we were reminded of the men and women who died while serving the United States and we started to think about how we support our country and our community. Marathon prides itself on offering good jobs, a great work environment and supporting the local community. The majority of employees work right out of our NJ office. Team members sit in cubicles with low walls and honeycomb configurations to make it easy to share ideas and questions with other team members. Our Level 2 programmers sit amongst the Level 1 Support staff (the folks you speak to directly) - making issue escalation and discussion of concerns quick and easy - and leading to more efficient resolutions. Support working alongside our programming and implementation teams ensures that we bring everything full circle for our customers and provide them with the best possible product and service. Thanks to the improvements we've made over the years, we are able to resolve 35% of support questions during the initial call.
Changes We've Made and the Future of Support
Over the years our support team has grown so much (check out the timeline blog to see more details about Marathon's growth) that we have undergone many structural changes in an effort to meet demand and continually improve service levels. Most recently, Level 1 Support has divided into two teams - one dedicated to training and another to troubleshooting. This shift in structure allows us to schedule calls with clients and address training needs, while other staff is able to focus on troubleshooting specific user questions. In addition to that, we have expanded our Implementation team so that this group of seasoned support reps can focus on helping clients onboard new modules such as GPS, RouteOp and CallAhead. In a continued effort to ensure efficiency in response times, we recently implemented a new phone system which has reduced our average wait time for a rep to answer your call from 30 seconds to 8 seconds and plan to have 2 new faces on our support team within the next couple of weeks.
Overall, support has played an important role as the backbone of our company since it was founded almost 30 years ago and will continue to be an area we invest heavily in going forward. Our support staff is talking with clients all day and we know our clients count on them, which is why we chose Support as the department to feature in our first video. We hope you enjoyed the video and learning a little bit more about our support team!