Setcor Blitz questions – Siniša Sabljić

How do you ensure flexibility in providing technical support to your customers, especially given the diverse needs and challenges they face?

Our department ensures flexibility in providing technical support thanks to a well-structured department where each member brings unique qualities. We have a sufficient number of experts who specialize in various aspects of technical support. When we face more complex requirements, our L2 engineers take charge, while L1 engineers provide basic support and resolve less complex issues. This organizational structure allows us to effectively respond to all user requests, adapting to their specific needs and challenges.

Can you describe your team’s average response time to reported issues and how you are working to improve that time?

Our goal is to respond to requests received via the service desk within one hour. In addition, we also offer users a telephone support line, where we solve many problems already during the first call. The request submission system tracks all phases of problem solving – from submission to communication with the user, and transfer of requests within the team or engagement of L2 engineers. This transparency allows us to continuously monitor and improve response times, ensuring fast and efficient customer support.

How do you build and maintain a positive and productive relationship with customers?

We build a positive and productive relationship with users through a personal approach and clear communication. Our users often know team members by name, which helps build trust. With remote support, we often go out to customer locations to better understand and get to know them personally. If it takes more time to resolve the request, we always clearly communicate the reasons and the estimated resolution time. Our users greatly appreciate this transparency, as it helps them stay informed and avoid feeling uncertain.

How large is your technical support team and what key qualities do you consider most important to running an effective support team?

Our technical support team has around 15 members. The key qualities we consider most important for leading an effective team include accountability, clearly defined tasks and deadlines, and mutual trust and cooperation. Our team members often socialize outside of working hours, which strengthens the team spirit and contributes to better coordination in the work itself. This synergy enables flexibility in the organization of shifts and replacements, and ensures continuous and high-quality support for users.

What are the key things that customers value most about a technical support team, and how do you ensure your team meets those expectations?

Users value our communication, transparency and promptness the most. Our team tries to be always available, provide clear and timely information, and respond quickly to all requests. Regular and open communication with users, understanding their needs and quick solutions to problems are key factors that ensure a high level of user satisfaction and maintain our reputation as a reliable technical support provider. Our team continuously works to improve its services, adapting to new challenges and user needs. The combination of expertise, transparency and team spirit ensures the best possible support and long-term relationships of trust with users.