In 2018, we achieved many of the technical goals that we'd set for the year, as well as growing our team and our client list too!
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System and Services
As with any technology platform, there’s a constant need for us to develop and enhance engage|ats and we've done a lot of work to improve the system's performance, resilience and, of course, build new and innovative features. We’ve also put a lot of work into improving our support systems too! |
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Mailgun – Emails are an incredibly important part of the system to facilitate contact between your candidates, managers and other members of the team. As engage|ats has grown, our email server structure was unable to cope with the demand and, in September, we saw the server reach capacity on a few occasions. We decided that we had to make an immediate change to improve this situation and increase our capacity and reliability. To do this, we made some big changes and brought in a new email system called Mailgun. This not only allowed us to send more emails, more reliably – it also greatly increased the visibility of the emails for our Helpdesk Team. They can now track and respond to queries regarding individual emails much faster.
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Helpdesk - In the Summer of 2018, we released our new Helpdesk system to our clients, which was a significant improvement to the previous email mailboxes we previously used. The new system not only provides a dedicated portal to raise tickets and follow your request right through to completion, but it has also had a significant impact on our team’s efficiency and the time it takes to complete any issues you raise.
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Team Changes – 2018 was a year of big change when it came to the team at engage|ats and we’re aware of the impact that the team restructure had for many of our clients.
We’ve spent a lot of time thinking about how we work with our clients and how our teams are structured to best serve our clients' needs. We've hired a new Helpdesk Manager, Dawn, to support the development of the core Helpdesk team and Scott, as our new Client Partner, has been tasked with leading on all client service issues and ensuring all our clients get the best possible service. We've also re-organised our delivery teams to give us a dedicated Project Management and Product team too! This new structure, with some great new people (and the new ideas they bring), puts us in a very strong position to move forward in 2019 to grow and develop our product, and support our brilliant clients! |