Click below to listen to Brooke Jamieson (Digital Strategist at ACAEngine) interview Jeremy West (Customer Success Manager at ACAEngine) for a Meet the Team episode of the ACA Podcast.
Brooke: So what does your new job title mean?
Jeremy: Basically it means I'm here to ensure our customers have success with ACAEngine and our offerings once they're deployed into their environment. So basically picking up things from once the project is completed and delivered. I sort of step in and look after the customer or the end user moving forward.
Brooke: What's the most common problem you help solve for your clients?
Jeremy: A lot of my work is largely around service delivery.
So where our customers might have either an issue or a problem because basically getting them access to the help that they require to resolve that problem whether it's something that the ACA team internally can resolve on the solution or whether we need to involve other vendors or other parties to come in and help them get things back on track.
That's probably one of the highest questions. And then after that is is working with our existing customer base in terms of feature requests and what they might like to see in future releases of ACAEngine or modifications to their existing deployment that might make things easier for their business.
Brooke: Are there any feature requests from customers that have been incorporated into the ACAEngine platform?
Jeremy: Probably the most recent is working on stronger authentication with Google services which has come from one of our larger customers. And that's all fully integrated now into the ACA solution. That's probably the most notable one recently. But we do have customers quite frequently bringing us sort of new products that they've found or things that they might be interested in and then the development team spin that up and we develop the modules and things like that for those products and see how that might work in the real world.
Brooke: What are some specific roadblocks to watch out for?
Jeremy: I think the biggest thing is trying to get all parties involved at an early stage of the project. Obviously because the ACAEngine platform covers so many disciplines, where we're involving network engineering and infrastructure and systems engineers and all of those kinds of parties. In addition to workplace specialists and people management and those kind of softer roles getting all of those people onboard very early in the project will always ensure its success because there's so many moving parts and so many different fields that we need to integrate to get a very holistic solution. So having everyone around the table in the early days openly discussing how things work. Initially, how the platform works how the platform deploys into an environment and then off the back of that what the key deliverables are for that end user. So what they expect to see and their interaction with the platform on a daily basis and everyone understanding that from from a very early stage will in my mind deliver success because there's that open and transparent conversation and there's also people involved in these kind of deliveries that have not seen anything like this before. They used to be isolated tools that do parts of what the ACA platform can do but they've never seen something come together where it encompasses so much of the organization to deliver a really rounded solution. So that would probably be something that stands out to me. And understanding all of those different roles and how they play together is is critical.
Brooke: It sounds like it's important to have everyone on board and on the same page. What are some ideas that unite everyone? If you've got such a big group of people fighting for what they want, what about united by?
Jeremy: I think understanding what the core problems are that they're trying to solve. And once you actually dig down into that we find that a lot of people have the same problems just worded in a different way. So you know HR people might see the same issue that that other people in the organization are seeing they may just say it in a different way and when we actually sit down and discuss those issues that they're talking about the real estate people are talking about you know access to space and these kind of things and then the HR people are concerned about where people are going to sit and when we strip that down and look at the core issue that they're actually the same issue and how do we look at overcoming that. Ensuring that people have the right facilities, spaces and desks and whatnot in their workplace while being mindful of the real estate real estate constraints that may be on a physical premise. So both of those two kind of align in a very interesting way when we start to strip the problem down.
Brooke: You mentioned having a really rounded solution. Can you think of any clients that have achieved that? And then also maybe what made them likely to achieve that?
Jeremy: Yeah one that springs to mind quite often is the Australian Road Research Board in Port Melbourne. They're maybe a smaller deployment of the ACAEngine but they really their key focus was preparing their business for the future. And obviously their core business is innovation in the road transport and traffic spaces. So they really wanted to do something that that would fit their overall key values and future direction for the business. So they selected the ACA solution.
Even though it's a smaller scale they're actually using every element of the ACAEngine platform in their environment that includes a staff app that allows them to book parking spaces before they come to the office in Port Melbourne right through to room booking visitor management hot-desking and staff locations. So in terms of a grounded solution they've integrated some interesting aspects like parking and the vehicle identification that they've got on site right through to room booking and into the network for people finding and all of those kinds of things. So that's a very well rounded solution on a smaller scale leveraging every aspect of the ACA platform.
Brooke: You mentioned how you help customers to get in touch with our support teams off to a job it has been rolled out. Can you tell me a little bit more about that process and what it looks like?
Jeremy: Yeah absolutely. So we're being very actively building out both a service desk and extensive documentation regarding the platform. So obviously got support.acaprojects.com which is our help desk so you can basically raise a ticket through the help desk and one of our team members will jump on that and help you. Otherwise we've got slowly building out a knowledge base to ensure self-service so a lot of the frequently asked questions and common things that come up we're now actively documenting. So if you go to the support portal and start typing in a query it will start actually producing results that may be able to help you self-resolve your problem without having to engage us which is obviously a quicker path to resolution if it's something simple. And we're also building out our documentation suite that we have which includes documentation around the API core of of ACAEngine as well as developer documentation so we can better enable people to write modules and drivers and actually understand how the platform itself works and how they can work with that themselves. So all of that is is in progress it's in a really good position but we encourage people if they need to know if they've got a problem or they have to get in touch with us to write a ticket through that support portal and we'll jump straight on it.
Want to learn more about Jeremy’s Role? Click here to send him an email