As we discussed in the Training in ReSULTS article, ANB does not hand you the platform and wishes you good luck. They understand client success is key to ANB’s success. Unfortunately, things sometimes go wrong, especially with technology platforms. This is where the ANB Support Team gets involved. At the most basic level, IT support is about helping individuals and organizations utilize technology and provide users with answers to problems they may be experiencing. For instance, is the problem an annoyance or a showstopper? Is the issue server or software related?
Across all ANB’s products (eTRACK+, eTRM, DRM, and ZAPture), a dedicated Support and Issue Tracking System is used. ANBassist allows users to create support tickets either through email, phone, or manual process to create tickets (reserved for super-users). The email or phone call is converted into a ticket in ANBassist. When the ticket is received, it is first reviewed and then categorized by the severity of the problem. A problem that renders the system inoperative receives a higher priority than a cosmetic issue. It is then tasked to a Business Analyst or the Technical Team for them to fix. ANBassist allows the user to be kept informed of where their request stands throughout the remediation process.
IT trouble tickets are troublesome, and it is important to get help when you need it. ANBassist quickly starts the ball rolling on the repair process. ANBassist also acts as a repository of issues so that they may be analyzed to head off future problems. Additionally, as proof that ANB is eating its own cooking, ANBassit was built using eTRACK+.
Written by – Michael Stockard
Michael Stockard is an independent consultant at Stockard Energy Advising and is a member of the Advisory Panel at ANB Systems. Michael has over 40 years of experience in the design and implementation of demand-side management programs.