Customers that leverage Nintex K2 Software trust that our process automation software will help acceleration business operations. Process automation solutions are a lot like building blocks. You can build a castle or you can build a shed or anything in between – depending on what you need. Like any construction project, sometimes errors occur. We know that some bugs are inevitable in the software world. But we think what sets us apart from other SaaS vendors is how we manage these incidents by putting our customers first and communicating with them every step of the way.
For the sustained engineering team, managing these incidents is our job. We provide immediate attention to bugs or customer issues found and then we assist in keeping the customer experience as smooth as possible until a solution is found. Our team provides support for all of the following products:
Nintex K2 Five has (coincidentally) five different versions that we also support.
As you can imagine, this means that sometimes our team starts the day with over 10 new incidents. Not to mention the incidents that haven’t been resolved previously.
Prioritizing bug fixes while meeting the needs of every customer
How do we make sure we prioritize the ever-increasing list of “to-dos”? How do we make sure that we investigate and assist the customer in a timely matter? How do we make sure that customers are satisfied – even after having an issue on their system?
That’s all in a day’s work for the Nintex sustained engineering team. What is crucial for everyone? Communication! Communication between our support team, our customer, and our broader engineering team.
Secondly, information is key! The more information we have, the better we can understand where to start troubleshooting and find a solution for the customer as quick as possible.
Engineering support coordinators help prioritize bug fixes
As an engineer support coordinator, it is my job to ensure that the developers on the sustained engineering team focus on the correct Incidents. It is also important to ensure that the developer working on X incident knows the product area well – this will keep the investigation time to the minimum and be able to assist in a timely manner.
An engineer support coordinator must also prioritize by the severity of the support case – how many customers are impacted at once. If more customers are impacted by one bug then it’s likely we will focus on that first.
The Nintex sustained engineering team is a dream team for sure! The skill sets in our team are amazing! We can assign incidents to any developer and have confidence in them to figure out what the issue is and how best to assist the customer in a timely manner.
Having said that, yes it can be a challenge to have a growing number of incidents and not always being able to address all of them immediately, but again, this is where communication and prioritization comes in. Higher priority items will always get first attention and we work our way down the list from there.
Our aim with handling these incidents one at a time is customer satisfaction but also product improvements. To learn more about what we’re working on, click here.