Image Management Application Support for a Global Provider of Photo Processing Solutions

Summary

A global maker of photo-processing software had a ready-to-release family of image management desktop applications and wanted dependable support in place from the beta stage onward. INNERLUXES set up tiered help desk and L2 support, launched a user forum for self-service, and tracks and reports on every issue against the SLA — letting the Client focus on developing its products while users get timely, reliable help.

About the Client

The Client is an international software company delivering products for image processing, storage, and printing.

A Ready-to-Release App Family Needed Support From Beta Onward

The Client had a ready-to-release family of image management desktop applications for Windows and OS X, used to preview and import photos and videos from a user's camera to the desktop and to make optical corrections. The applications were integrated with one another and with third-party image editing software. To ensure high user adoption and satisfaction, the Client wanted competent support for the applications — starting at the beta-testing stage, so that an effective support service could be built from the ground up.

Tiered Help Desk and L2 Support With a Self-Service User Forum

After studying the product documentation, the INNERLUXES support specialists began by providing 8/5 help desk and L2 support to a group of beta testers:

• Help desk. Agents answered questions on the effective use of the software and gave instructions for minor issues such as password resets.
• A user forum. To share knowledge and avoid repetitive issues, the team launched an internal forum where beta testers posted questions; L1 agents managed it and tracked every issue in JIRA.
• L2 troubleshooting. Problems L1 could not solve were passed to Level 2 support, which handled issues such as loading, processing, and saving photos.
• Escalation. Issues beyond L2's scope were escalated to the solution's original developers, with each tier's responsibilities and escalation rules defined in the SLA.

Per the SLA, the team sent the Client daily reports on the cases handled. After beta testing, INNERLUXES continued support under the established model, and the user forum was opened to the Client's end users on its website as an online self-support service. INNERLUXES provides monthly reports on the SLA KPIs — the number of service issues received, the percentage resolved, and the status of those in progress — and works closely with the Client's development and business-analysis teams to resolve issues effectively.

Reliable Support That Lets the Client Focus on Its Products

INNERLUXES provides effective support for the Client's solution, making sure end users' questions and requests are answered promptly and passed to the development team when needed, managing the user forum, and reporting monthly on the agreed KPIs. This lets the Client focus on developing its image-processing products further and on retaining and winning loyal customers.

Technologies and Tools

Atlassian JIRA, Bamboo, Adobe Photoshop, Adobe Lightroom, Aperture, SQLiteStudio.