The SaaS team does 24x7 monitoring, they probably know your seasonality better than you do, and they might even see signs that you are growing sooner than you do. #AcumaticaSummit
Acumatica hired their first support employee when we did not even have a live customer but we knew what we wanted this person to do before even there was real support work for him: participate in implementations and presages engineering! #techsupport#acumatica
Many companies use blended staff and employees wearing many hats at first which is totally normal. At the early stages that is the best approach. But roadmap for the scaling techsupport is super important because sometimes it could be too late :)
I am working on a updating some training materials and one of the questions I am being asked a lot is when a company/new ERP practice is mature enough to build #techsupport org.
#startup#onboarding
Defining some basic rules and vision is important step. Don’t overcomplicate but decide on how you are going to support your clients, what systems you are going to use, what policies are needed from the day one to launch the service etc.