We support you
It goes without saying that we’re here to support you in your daily use of Merlin Project. So why a blog post on this topic?
In the past, we responded as a team, aiming to provide a solution as quickly as possible, regardless of who wrote the initial response or who might write any follow-up replies.
We’ve recently changed this approach and now personalize our responses.
Why did we do this?
You want support that understands your unique situation and your concerns, rather than just reciting a manual. That has always been our promise, and it will remain so in the future.
In these uncertain times, we want to show ourselves for what we are: a team of people who have long provided a sense of stability, which we hope to maintain in the future. To this end, it was important to us to make that stability more visible, even within the very personal context of our support services.
Our support team
You can reach us by email at any time, and this is intentionally the only channel we use to provide personalized service. You don’t need to be able to explain every detail, worry about the precise wording, or wonder whether your inquiry should be posted in a forum visible to everyone.
You can send us screen recordings or screenshots (whether original or annotated), and project data (original or anonymised) via email in confidence. This helps you to visualise aspects that would otherwise require complex written explanations or lengthy telephone calls. We, in turn, can analyse this data in detail without taking up too much of your valuable time, and can consult internally as and when necessary.
Even though this process may occasionally result in us needing to ask you a few more questions, you decide when new answers fit into your schedule, without the pressure of having to provide them straight away.
This approach has proven its worth over the years. Every new generation of Merlin Project also benefits from this personalised support. We constantly ask ourselves where we can improve, which functions might not be self-explanatory, or which could generally be forwarded to management as feature requests.
The path we have chosen and prioritised has therefore been delivering direct and indirect benefits to you for many years now – and this will remain our commitment in the future as well.
If you have any questions about this blog article or would like to discuss it, we look forward to your contribution in our forum.
