With revenue from customer support contracts reaching 50% of the annual turnover and an ever increasing take-up of our managed services facility, the importance of maintaining and improving the support department has never been greater.
As part of our policy of continuous development, we made the decision to expand the support department by two members of staff at six monthly intervals for the next three years. This policy will ensure that by 2022, the support department will consist of two team leaders, each responsible for three support technicians. We believe that a department of eight staff should be sufficient to easily provide managed service support for our largest 400 customers with enough spare capacity for the forecasted growth attributed to the upcoming Genetec and Suprema integration projects.
The first of the new intake of support technicians is Zack Dawson who joined us at 16 years old through our recruitment scheme at Bury College in Greater Manchester. After a two week office based induction, Zack was seconded to the Field Technician team to gain some ‘real-world’ experiences of hardware installation.
Returning back to the office, Zack is now enrolled at NowSkills IT Apprenticeships and is studying Infrastructure Technician Apprentice NVQ Level 3 whilst beginning to learn all aspects of support for timeware’s extensive workforce management solution.
A major contributing factor to the current success of the timeware® application is its customisation points and the ability for the company to create a truly unique solution for each client. At the time of writing, each timeware® installation has an average of three customised scripts which means the demand on the development team is now greater than ever.
Add this to the fact that the deadline for the development of project Toronto is drawing ever closer and that there is a growing demand for additional external app’s such as Mobile ESS and it is obvious that a major improvement within the development team was not only a requirement but was absolutely essential.
As the timeware® development model changes and we move away from ‘home grown’ hardware the emphasises is now firmly based on the rapid development of a myriad of software features that satisfy the needs of our customer’s users, their employees and our worldwide business partners.
In October 2018 we employed our latest recruit, Mathew Holcroft, who joins the development team with a degree in Video Games Development. Mathew will be tasked with completing the Mobile ESS, scheduled for release in November 2019. This in turn will enable the lead developer, Nathan Price, to concentrate on completing project Toronto which is a prerequisite to us remaining competitive as we move into the 2020’s.