Last Updated on June 9, 2023 by Tony Fowler
We interviewed Brian Leach, CEO of Steelray Software, to discuss how switching to Re:amaze enabled his team to work efficiently from a singular platform and provide excellent technical support to their clients.
Tell me about Steelray.
Here at Steelray, we’re committed to making your life easier. We’re just a bunch of geeks who like to create really cool software that gets everyone on the same page. It’s almost inevitable: work can be stressful. And when work is stressful, our efficiency is compromised. We believe in the strength of teamwork and personal betterment, and our software optimizes these core values so that we can be the best versions of ourselves. We take pride in making work less stressful, with software solutions that uncover the truth within your data and improve the performance of your organization, projects, and people.
We work with a wide range of clients such as Nike, IBM, Deloitte, HP, and almost every large defense contractor in the USA, because we all hold one principle of success in common: strongly aligned teams. With Steelray Software, we pledge to optimize your project efficiency and provide the support you need to be your best.
What was your goal when you started shopping for a new helpdesk platform?
We were having persistent problems on our old helpdesk platform. We wanted to completely eliminate those issues, and find a solution that was easy for our team to learn and use, and that actually worked.
What were some customer expectations you absolutely needed to fulfill?
When customers reach out for us for technical support, we want to be able to offer them a much better experience; simply starting off by acknowledging and confirming that we have received their messages. We want to make sure that each customer’s support case is handled properly by the right person on our team. And lastly, we want to shorten the time to resolution.
How has Re:amaze helped you satisfy your business goals and customers’ expectations?
We had used three ticketing systems before Re:amaze, and none of them worked well for us. Re:amaze is the first system that truly met our requirements.
Support has been much smoother since switching to Re:amaze, and our subscription renewal rates have increased. We receive consistent feedback that our support is as good as or better than any other software company our customers interact with.
How has switching to Re:amaze affected your sales and customer support processes overall?
We’re confident that Re:amaze has an impact on our increasing subscription renewal rates. Because we’ve integrated Re:amaze with our CRM system, Pipedrive, our salespeople are able to see relevant technical support conversations in their sales pipeline. This helps our staff be more prepared when they engage with prospects and customers and prove the value of our service and support.
