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LOBSTER_DATA. MAINTENANCE & SUPPORT.

Through high usability, direct consideration of customer feedback on updates, upgrades, and releases, as well as providing excellent support.

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CUSTOMERS, WHO RELY ON LOBSTER.

DIRECT COMMUNICATION

Lobster places great emphasis on direct and competent communication, especially when customers have questions. Therefore, we consciously avoid the use of automated telephone systems, phone bots, or chatbots.

ONE CONTACT PARTNER

At Lobster, the same support employee handles each customer inquiry from the very beginning and only seeks internal support when necessary. This avoids any “ticket ping-pong”, because the initial employee remains the case owner and retains responsibility until the problem is resolved, even in the event of escalation.

SUCCESS PROVEN BY NUMBERS.

First contact

90% of all respondents are contacted within 3 hours

Ticket processing

For 70% of all requests, the problem is fixed in the same working week 27 % of all requests and highly critical bugs are resolved in just 24 hours and 40 % of all requests within 3 days.

Customer loyalty

More than 600 customers have been with Lobster between 5 and 10 years, 150 have been customers for 10-15 years. High customer retention is a strong indicator of loyalty, especially considering the dynamics of the IT market
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SUPPORT TYPES AND STRUCTURE.

Lobster organises its support according to different categories. This differentiation serves the targeted clarification of faults and regularly brings excellent customer feedback for the Lobster support team.

Technical Support.

Technical support helps users solve technical problems and assists them with the configuration of connections, profiles, runtime problems or general questions about the system. Technical support in the form of e-mail and hotline support also includes the clarification of customer-specific system problems, bug fixing (troubleshooting) as well as additional support services that can be agreed upon at the customer’s request and are subject to a charge, such as special support or 24/7 support.

SERVICE DESCRIPTION

Update & Upgrade.

Lobster update and upgrade support is responsible for product maintenance. Updates enable quick resolution of technical issues, reduce the risk of product failures, and ensure reliable product performance. This type of support also comes into play when expanding the functionality of Lobster_data. Before delivery, the updates and upgrades undergo intensive testing, and the support team oversees their installation to ensure smooth operation and the integration of the optimised version into production.

USER SUPPORT.

User support helps with all questions regarding the specific use of functions, data formats and general software use. It provides tips so that customers can get to know, understand and make full use of the potential of Lobster_data. The user support team is also your contact for questions about performance and process management.

SERVICE DESCRIPTION

PREMIUM SOLUTION.
24/7 SUPPORT

After making any necessary arrangements, 24/7 support is available to customers at any time of the day or night. This enables problems to be addressed immediately when they occur, reduces downtime, and ensures that operations are normalised as quickly as possible. With 24/7 support, customers also ensure that resources are always available in the company because all users receive the same support, even if they operate in different time zones.

CONSULTING. ADVICE, TRAINING AND WORKSHOPS.

Lobster offers all customers the opportunity to arrange individual workshops on specific modules or requirements with dedicated Lobster consultants and to have employees competently trained.

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HERE’S HOW OUR SUPPORT WORKS.

To maintain a high level of customer satisfaction and loyalty, our support team follows these principles:

  • Providing excellent customer service and support with fast and effective problem resolution.
  • Building strong, personal customer relationships through effective communication and focusing on the individual needs of customers.
  • Gathering customer feedback on an ongoing basis and making improvements to the offering and customer experience.
  • Delivering high-quality products/services, actively addressing customer needs, and maintaining consistent and transparent business practices to increase trust in the Lobster brand.
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