When you think about traveling, what comes in your mind?
Mountains.. Or lakes.. Or beaches.. Or amidst nature’s lap? Maybe that’s what turns a random journey into a remarkable one.
This is how eZee’s annual picnic turned out to be one of many memorable times for everyone. Carrying a dire need of an escapade from the monotonous routines, eZeeites embarked on for 2-day picnic at Hill Zill Resort, Bordi.
And when our picnic was put to effect, we began contemplating on all possible scenarios which might lead to our 24×7 support’s letdown. We aimed to ensure that while we are out enjoying, our users did not face any difficulty. We deliver, what we promise.
We Were All Set!
The resort was truly a part of nature’s abode. But as they say, when you are off to do something good, you are definitely going to face some blockades.
A man in battle is never on vacation.
Undertaking the user-first approach, our major objective was that despite anything, our users should not face any inconvenience. For then, we wanted that none of our team members miss out on any activities at the event. Aware of the hurdles we might face on account of the resort’s far-off location; we were prepped with a bunch of plans to keep our 24×7 support up and running.
Back up plans were set up; backup of those backup plans were forged. And we left no stone unturned to give the best in our whole team’s absence. A weekend, less resources, and internet connectivity issues: it poses a challenge to manage it efficiently. Imagine the efforts!
Getting a great team in place was half the job done.
For us, our preparations started days before the actual event. With one member from each departments; NextGen Support, Cloud Support, Development teams, as well as from cloud deployment team, we had a team ready to leave couple of days before the picnic, to set up our make-shift support center at the resort.
2 net-setters from different internet service providers, 4 members, and 2 days. That’s what it took for us to assemble our back-up plan. Luckily, we received absolute co-operation from the resort owner, letting us occupy their reception area without any disruptions. With our support center ready at the destination, our Goa team too chipped in with their share.
And the best part was, our team members volunteered to provide support during the picnic hours. We put forth a projected agenda for the support team, such that they get a fair chance to participate in the event activities. Therefore, our support was divided into two-hours each between the team members. Accordingly, one senior and one junior support engineer were paired together, helping them get acquainted with each other and learn.
Adding another feather to the cap, when all of us were exhausted after a hard-rock dance party on the first day, some of our team members went ahead and provided support for the whole night.
And We Nailed It
And we did it. Against all odds, our team managed to surpass the barriers and gave an excellent support to our users. Such that, our users could not predict that we were solving their queries not from our office, but from a place 150 kms away.
Quality is remembered, long after price is forgotten.
In such wise, when the resort owner observed our team toiling even during the picnic to ensure our users’ work is not disrupted, he peeped in to find out about eZee. Fascinated by our service and dedicated efforts for our users, the resort’s owner found himself asking for our product demonstrations. Such was our team’s star quality, that he went on to adapt eZee solutions for his resort after knowing about our products and having a conversation with our sales team member.
Hill Zill Resort’s owner, Nagesh Pai says, “I’ve never seen a more pro-active team. The best part of eZee is that the products are very comprehensive. They have been developed after considering a hotelier’s each requirement in mind. Even the smallest one. At least 4 of your team members were always present at the reception, either chatting or talking to your clients on the phone, whenever I walked past the place. I can see the efforts you make for your users to have the best experience with your products. And I highly admire that.”
The ‘Extra’ For ‘Extra-Ordinary’
With an efficient team, and a zest to offer the finest to our users, we willingly went out of the way to make sure that no query which comes to us goes unsolved and each of us had an even-handed experience. With a spirited support team, always on toes to resolve the users’ queries, we managed to win over hearts with our dedication even on a picnic event.
You either find a way, or make one.
Pursuing a customer-orientation approach since its inception, eZee has never failed to put forward the user’s needs in all situations. The high-ended team work, dedication and co-operation of not only our support team, but also from other teams makes it worth the whole result.