Jan, could you please introduce yourself in two or three sentences? What do you do at JTL?
Hello Frank, my name is Jan Schlizio and I started at JTL-Software back when it was a one-man business and managed the support from my home office. As JTL has grown rapidly, I now work at the Hückelhoven site.
In addition to supporting Janusch Lisson, I am responsible for support, telephone sales and accounting.
In Support, you and your team are always directly at the interface with the customer. It’s certainly not an easy job. You certainly don’t just receive praise and thanks, but also criticism. How do you deal with it?
This is probably the bread and butter of support and is in the nature of things. After all, customers come to us with their problems and questions. Of course, you can never satisfy every customer – especially when it comes to special requirements. However, we also try to point out solutions or create developer tickets to provide desired functions for the future or to fix bugs that have been found. So you could say that we not only provide assistance, but also support the further development of our JTL products through the practical experience of our customer contacts.
What are the most frequently asked questions?
Questions are currently being asked about the individual release dates of JTL-Wawi version 1.0/JTL-Connector or JTL-Shop version 4. Other topics include automated stock reconciliation with suppliers and platforms, shipment data export and import and correct article maintenance. As there are differences in terminology between other ERP / store systems and JTL-Wawi, variations are often interchanged with features, for example.
Keyword: Wawi 1.0 – The open beta has now been out for several weeks and the release date has been postponed by another three weeks. You must be getting a lot of calls with questions and comments. What is the general feedback from (test) users?
The feedback is quite positive, as Wawi 1.0 is rightly a major milestone and comes with a wealth of new functions and optimizations. There is only impatience here because of the long beta phase. However, it has to be said that this is due to the constant further development, as we did not have a feature freeze this time.
I also think the longer beta phase makes sense because we want to offer our customers a stable JTL-Wawi version 1.0.
Do you also receive support requests via Facebook and Twitter? If not, have you ever thought about using these channels for support?
From time to time we receive inquiries via Facebook, which are answered briefly there if possible. For more extensive support, however, we then have to refer to the ticket system. The use of Twitter is not planned.
Does customer service only bring financial disadvantages or are there also advantages?
Of course, customer service costs a company money in the first place. In contrast to other companies that even commission external providers abroad to provide support for them, we are clear advocates of in-house support.
As our own support staff are also trained on our products and are kept up to date on changes and enhancements on a daily basis, the problems and suggestions from our customers always help to improve our various programs and make them more reliable in the long term. This strengthens our position on the market, the quality of our products and customer satisfaction.
Thank you very much for the interview!
