An ecosystem for a Customer consists of all Organizations that have a stake in that Customer’s success. It includes companies that provided the Customer Locations’ technology, sold the Customer technology, provide support, and maintain any of the software applications the Customer uses. Relay gives all Customer stakeholders a holistic view of what is going on at a Location with a historical record of Issues that pertain to your Organization and current network data from the Relay Proactive network monitoring device.
Traditionally, Customer support has been provided for isolated devices—a POS system support provider would only work on POS system issues and not be able to holistically diagnose and address Customers’ concerns. With Relay, you can move out of the support silos and collaborate with other Organizations to provide a comprehensive solution for the Customer without having to redirect them to different channels of support.
For example, a Customer could experience a router issue that is also affecting the POS system's function. The Customer might reach out to the POS system provider for help. Without Relay's ecosystem model, that provider will determine the issue is with the router and redirect the Customer to an entirely new Organization for support. If the issue doesn't get resolved fast enough, the Customer could then decide to change all their hardware for something else that they assume would work better. All the technology providers would lose a valuable customer, regardless of what device originally experienced difficulties.
The Relay Organization/Team ecosystem helps you avoid this outcome. With the help of Relay’s holistic view, your agents would be able to identify that the Customer's Issue is with the router, not your POS system. They can then do basic troubleshooting of devices you do not support using Relay’s extensive Knowledge Base and Bots, as well as knowledge shared between other Organizations.
Additionally, Relay is uniquely suited for Organizations' cross-collaboration. Teams working on an Issue can escalate to other Organizations' Teams that are associated with the Customer Location for additional support, without the need to redirect the Customer to seek help through another channel. This means that Customers never have to re-explain their Issue to a different Team, as the new Owner Team would see the Issue details in Relay and continue communicating with the merchant via the same channel (email, chat, or SMS) they originally submitted the Issue. If a full escalation is not necessary, Issues' Owner Users can also add Collaborating Users from different Organizations that can communicate internally with them and watch the Issue.