Building a Future-Proof Support Organization

Mprise Agriware is Building a Future-Proof Support Organization

At Mprise Agriware, the service desk is a key point of contact when something in the system isn’t working as expected. While many cases are handled well, there’s room for improvement. This year, the focus is on strengthening our support setup by turning the current service desk into a full support organization.

With this change, we aim to achieve several goals:

1. Complete transparency about all open tickets (whether submitted via support or through a consultant)

2. Clarity about next steps and expected delivery times

3. Faster service

4. Better support for our customers

Introducing a New Role: First-Line Support Coordinator

To realize this ambition, we’re taking several important steps in the short term. One of these is the creation of a new role: first-line support coordinator. This person is not responsible for solving issues or answering questions directly but ensures proper assignment, follow-up of incoming tickets, and clear communication with our customers.

The current service desk becomes our second-line support, responsible for solving issues and answering questions within their area of expertise. If escalation to a third line (such as consultants, product owners, or business consultants) is required, the first-line coordinator ensures this happens and keeps you, the customer, informed about what will happen and when.

A New Support Portal

Alongside this new structure, we are building a new support portal, where all tickets must be logged. This system will be easier to use for customers and is fully integrated with our internal systems. As a result, it will be much easier to track the progress and expected delivery date of all open items. We will also send out a weekly update about this progress.

Not Just for Issues

Traditionally, the service desk handled mainly disruptions. But with our new portal, you’ll also be able to submit questions and change requests. If the support team can handle them right away — great! If not, they’ll be forwarded to the responsible consultant. This way, questions and challenges never fall through the cracks and are resolved as quickly as possible.

The portal is almost ready for testing. We’ll soon begin a pilot with a few selected customers, followed by a full rollout. We’re already excited about what it will offer.

And There’s More to Come...

After these first two steps, we’ll focus on integrating our international offices into our support structure. This will allow us to offer support nearly 24 hours a day in the near future. More about that in our next newsletter.

‍