You've most likely noticed that the wait times to reach our support department are uncharacteristically long.
As we looked forward to 2018, we realized that with popularity of TOPS [ONE]; we were facing year end, the busiest season for our customers, with insufficient resources to meet the demand forecast.
The last thing we want to do is gamble with your success by attempting to get through year-end with our existing resources and organization structure. The risk is simply too high. To avoid this situation, we've set out on the path of completely overhauling our support systems.
One of the things we're changing includes our ticketing system:
Our old ticket tracking system was in Salesforce and had many limitations. We've chosen to move to ZenDesk as our new system of record for tickets because it offers better features for both us and our customers.
We are also transitioning to a cross-functional operating model and hiring additional staff. Once the transition is complete, we will be able to leverage more people to address client needs. This capability is critically important for us as our TOPS [ONE] product continues to grow and gain popularity.
Unfortunately, the tasks associated with this transition can't be completed in a few days. It will take a substantial amount of time and effort on our part to complete. It will also take a considerable amount of patience on our clients' part.
We ask that you bear with us as we work our way through these changes, to better serve you in the end.
Thank you in advance from all of us here at TOPS,
Director of Operations