NO MORE WAITING.
LOBSTER_DATA. MAINTENANCE & SUPPORT.
Through high usability, direct consideration of customer feedback on updates, upgrades, and releases, as well as providing excellent support.
CUSTOMERS, WHO RELY ON LOBSTER.
DIRECT COMMUNICATION
Lobster places great emphasis on direct and competent communication, especially when customers have questions. Therefore, we consciously avoid the use of automated telephone systems, phone bots, or chatbots.
ONE CONTACT PARTNER
At Lobster, the same support employee handles each customer inquiry from the very beginning and only seeks internal support when necessary. This avoids any “ticket ping-pong”, because the initial employee remains the case owner and retains responsibility until the problem is resolved, even in the event of escalation.
SUCCESS PROVEN BY NUMBERS.
First contact
Ticket processing
Customer loyalty
SUPPORT TYPES AND STRUCTURE.
Lobster organises its support according to different categories. This differentiation serves the targeted clarification of faults and regularly brings excellent customer feedback for the Lobster support team.
Technical Support.
Technical support helps users solve technical problems and assists them with the configuration of connections, profiles, runtime problems or general questions about the system. Technical support in the form of e-mail and hotline support also includes the clarification of customer-specific system problems, bug fixing (troubleshooting) as well as additional support services that can be agreed upon at the customer’s request and are subject to a charge, such as special support or 24/7 support.
Update & Upgrade.
Lobster update and upgrade support is responsible for product maintenance. Updates enable quick resolution of technical issues, reduce the risk of product failures, and ensure reliable product performance. This type of support also comes into play when expanding the functionality of Lobster_data. Before delivery, the updates and upgrades undergo intensive testing, and the support team oversees their installation to ensure smooth operation and the integration of the optimised version into production.
USER SUPPORT.
User support helps with all questions regarding the specific use of functions, data formats and general software use. It provides tips so that customers can get to know, understand and make full use of the potential of Lobster_data. The user support team is also your contact for questions about performance and process management.
PREMIUM SOLUTION.
24/7 SUPPORT
After making any necessary arrangements, 24/7 support is available to customers at any time of the day or night. This enables problems to be addressed immediately when they occur, reduces downtime, and ensures that operations are normalised as quickly as possible. With 24/7 support, customers also ensure that resources are always available in the company because all users receive the same support, even if they operate in different time zones.
CONSULTING. ADVICE, TRAINING AND WORKSHOPS.
Lobster offers all customers the opportunity to arrange individual workshops on specific modules or requirements with dedicated Lobster consultants and to have employees competently trained.
Each customer receives a three-day foundation training for system users and thus an introduction to Lobster_data with examples immediately after installation. Customer-specific implementation requirements are already taken into account here to make the transition to practical work easy.
The separate admin training provides detailed explanations on the directory structure of the Lobster integration server, the installation of updates/patches, setting up backups, and operating the admin console. This practice-oriented training for system administrators focuses on operating and monitoring the system and is independent of the foundation training.
Further user courses are offered by the Lobster Academy on an optional basis through two formats, the Lobster_data Basic Course and the Lobster_data Advanced Course at the Lobster Academy. In both courses, participants receive structured Lobster_data knowhow with many application examples over several days.
HERE’S HOW OUR SUPPORT WORKS.
To maintain a high level of customer satisfaction and loyalty, our support team follows these principles:
- Providing excellent customer service and support with fast and effective problem resolution.
- Building strong, personal customer relationships through effective communication and focusing on the individual needs of customers.
- Gathering customer feedback on an ongoing basis and making improvements to the offering and customer experience.
- Delivering high-quality products/services, actively addressing customer needs, and maintaining consistent and transparent business practices to increase trust in the Lobster brand.
