It seems that the little things always get neglected when you are busy with changes all around, like keeping up on a blog for you customers :-) We may have been silent on our blog but we are still here, we are still innovating, and we are still working hard to provide you with the best possible software and support for your centers.
The past 16 months have flown by and Redrock has been working hard on enhancing the Trac systems and have re-focused our energies to better our technical and customer support. The biggest turnaround on our support has been apparent to our customers throughout 2012 as initial response times have decreased as well as times to resolution. This was evident at the 2012 Annual Redrock Software Conference as several customers expressed appreciation for the improved service they had received. As with any change, it was not easy and took much of our concentrated effort to make it happen, and as with many projects, it does not have an end goal, but will be a continuing and evolving plan to always improve.
We identified and implemented several areas of change required for Redrock to return to providing the level of support both we and our customers expect. Among these were to change our internal communication and office layout, switch to a new VOIP phone system, redesign a server room, adjust support personnel schedules, conduct regular support team meetings, conduct regular individual support meetings, identify support team strengths and areas for improvement, and several more. This was no small endeavor but we knew it was a necessity for the direction we want for Redrock, the Trac products, and our support.
Immediately following 2012 RSC Conference, the development team began working on the latest set of features and additions to the program which can be found in our List of Recent Changes. More than 70 new features added in April and May have made an immediate impact with many campuses and productivity with the Trac systems has never been better!
Our latest efforts include revamping all of system documentation by creating a base document set that can be published to the Web or to PDF at the same time. More information on the changes in documentation will be coming in the next few months.
With the end of summer in sight and autumn fast approaching, you experience all of the changes that take place each new school year. New students, new staff, new schedules, new policies: Change is in the air. Redrock has embraced our changes and will support you through yours.
Bring on the 2012-2013 school year!
David D. Booth
Director of Technical Support
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