The document discusses technical support in the engineering software industry. It explains that technical support is fundamental for (1) assisting customers through the learning process of new software, (2) providing help to optimize operational performance, and (3) understanding changing customer needs and preferences. The document also covers the learning curve and how technical support can help solve issues while learning from customer feedback.

1. TECHNICAL
SUPPORT

2. INDEX
1. Why is technical support fundamental in
the engineering software industry?
2. The learning curve
3. Solving technical issues
4. Learning from the customer
Technical Support

3. 1. Why is technical support fundamental in
the engineering software industry?
Technical Support

4. Technical Support
When buying an engineering
software solution, technical support
must be necessarily taken into
consideration mainly for

5. Learning process: acquisition and
implementation of a new engineering
software solution supposes a new
work methodology.
Technical Support

6. Operational performance: it is important
to count with an experienced technical
engineering support able to provide
assistance in direct contact, with ease and
comfort.
Technical Support

7. Understanding changing clients’
preferences and collecting their
consideration and expectations on
the software solutions is necessary
as it shows unique chances of
improvements to any company.
Technical Support

8. 2. The learning curve
Technical Support

9. The more you perform in a task, the better
you get at it. The learning curve analyzes
the relationship between learning and
experience.
It graphically portrays
how the performance
(output) improves as
the experience (input)
increases.
Technical Support

10. “The most important ingredients in learning curve
performance are vision and leadership. Continued
improvement is a chain of influences which starts with the
conviction that progress is possible, continues with the
creation of an environment and support of work which
promote it, and results in a flexibility and willingness to
change established practices for more efficient ones as they
continually evolve. Furthering this chain is part of the
practice of management. Consequently, the learning curve
can be regarded as a primary tool of management.”
According to the Business Harvard Review:
Technical Support

11. Technical Support
Furthermore, it is believed that it is more likely for a
company to maintain its competitive advantage when it
has a steeper learning curve than its competitor.
This is why it is important to invest resources in software
which have been designed as intuitive and user friendly.

12. To avoid hindering the process of learning, it is important to take into
consideration the quality of the training provided by technical support.
Technical Support

13. Technical Support
Counting with easy to use software
solution guarantees that motivation and
interest are kept along the process.

14. Technical Support
Learning a new methodology is a key asset for
performance improvements along the software’s lifespan.

15. 3. Solving technical issues
Technical Support

16. Technical Support
Apart from technical support level of
expertise, it is important to check the
communication strategy the company
has implemented. A one-size-fits-all
approach is doomed to fail.

17. Technical Support
Each role within a specific
industry is facing certain
challenges, has certain
goals and limitation. By
understanding the client’s
priority, the aim is to
provide a tailor-made
customer support.
To support customers’
success, personalization
is the watch word.

18. Technical Support
A prior analysis is necessary.
At Trace Software International:

19. Technical Support
W H Y ?

20. During more than 30 years of experience, it is clear that
recruiting and retaining the highest caliber team is key to
ensure the customers’ success. Our team of technical
support engineers have ensured timely, relevant and
meaningful feedback, while never sacrificing on quality.
Technical Support

21. Also, the technical support and quality assessment
engineers at TSI are in a constant communication
with both the marketing and the sales teams, which give
them access to precious insights.
Technical Support

22. As markets become more and more competitive,
to count with a reliable customer service is
definitively a competitive advantage and a
winning strategy for locking in loyal clients.
Technical Support

23. 4. Learning from the customer
Technical Support

24. Technical Support
Some years ago, before the digital
transformation of the society, companies
were just selling products to clients and
there was almost no communication in
between the two parties.

25. Technical Support
Nowadays companies have a great
advantage: they can learn from their
customer feedback to diversify their offer,
optimize their product and services,
understand real needs and captivating
upcoming trends.

26. Technical Support
The technical support engineering plays an
active role as they translate customer
opinions into relevant information for the
entire organization.

27. Technical Support
Within our technical
managers may offer you the
opportunity to get access to the
software latest Beta versions*
*only available for Platinum subscribers

28. Technical Support
TSI support service helps customers to increase
their productivity and reduce project time, avoiding
waste of time in critical tasks.
By this methodology, the user is able to enhance
the operating cost-efficiency by eliminating collateral
issues, resulting from human errors and repetitive tasks.

29. Technical Support
D O Y O U W A N T T O
K N O W M O R E ?

30. Since 1987, Trace Software International has been committed to the
development of software solutions and services dedicated to the industrial
engineering, with a unique expertise in the design of electrical installations.
www.trace-software.com
Self consumption

31. Trace Software France
Parc Eco-Normandie
76430 Saint Romain de Colbosc France
commercial@trace-software.com
Trace Software Iberia
Via Augusta, 48-54
08006 Barcelona – Spain
sales@trace-software.com
Trace Software China
Shangda International
Room D408, No. 3100
Hutai Road,Baoshan District
Shanghai 200436, P.R.China
sales@trace-software.com
Trace Software Morocco
104 bis boulevard Abdelmoumen
4ème étage
20042 Casablanca – Maroc
maroc@trace-software.com