T2 Guest Bloggers

Cases, cases and more cases that is what surrounds the Product Support team day in and day out. If it isn’t one case it’s another. On a daily basis my mind shifts anywhere from Colorado to North Carolina to Alaska to Georgia and everywhere in between, all the while I sit with my feet resting on my cozy heated foot rest. I may not be with you in person but I am in spirit. It amazes me that I can be talking on the phone to someone with problems and testing in their system hundreds of miles away from where the problems are. No matter what the support request is, the support team is there to help you. I might not know the answer right away but I can guarantee that I will try to remember it for the next person that asks the question. Believe me it makes our lives a lot easier if I do. 

In a way, that is how product support really works, you have to see it broken in order to fix it. Product support relies on the users to let us know what we need to fix. Specifics of the situation are always helpful, otherwise we will probably start every case with the suggested solution of - please turn your computer on. I myself was a user of T2 Flex prior to working at T2 Systems and I broke our system - a lot. It wasn’t that I was clumsy, okay I am, it was that I tried new things and they didn’t always work perfectly the first time. I used support more often than my old boss even knows, or needs to know for that matter. So, I was glad I had the solutions and support that is provided by T2 to help me to fix the problems I created. In the end, most of my new ideas worked out and I had Product Support team to thank. It’s really a win/win situation for both involved. If you bring us a new problem chances are pretty good that the next time it breaks we should have all the tools we need to get’er back up and running. And we could possibly provide the information to other users to prevent whatever happened.

Prevention is key. There are a lot of things that could be done to prevent the most common support issues. It might take a little bit of time to get it set up but in the end it will save you a lot of time and possible headache and indigestion. Looking for errors in your logs and reconciling payments daily are probably the most effective methods to preventing problems down the road. It may be undesirable but I guess that’s life, we have to have a problem occur for us to realize that monitoring the situation a little more closely would have prevented it. An example from my personal life is that I should have taken the time to shut the door to my car. Why you ask? No it wasn’t stolen or towed, the reason you leave your doors shut is to prevent stray goats from jumping in and having their way with your formerly good smelling vehicle. I can tell you that I am definitely preventing this situation from happening again and I look for stray goats every time I think of leaving one of my car doors open. This may not be a situation most Parking Services departments can relate to but believe me it is was completely preventable.

If your users are anything like I was, I know that Product Support will always be needed. There is always something new to try, and there is always something old to stop doing. The key to all of this is that Product Support is learning right along with you. Partly because some of us (ME!) are new and haven’t been here that long and also because we as a company are always evolving, and that is the way we like it.