Community & Support
A Day in the Business Support Department at Nidaros
- By Nidaros
Morning start: Checking processes and handling incidents
Every morning, you start by switching on all the TV screens so you have a clear overview of all processes. You immediately notice that a client’s process has been placed in maintenance mode by the robot. You dive into it and discover that the robot encountered an update notification in an application—something that normally isn’t there. Together with the developer and the client, you discuss the best course of action; the decision is made to adjust the script. You create a ticket for the development department so they can pick it up right away.
Handling helpdesk requests and client communication
Next, you process all incoming helpdesk messages. A housing corporation asks if an email can be sent to a different address from now on. No problem. You can adjust the configuration of a process directly within Spider. After doing so, you inform the client that the robot will now use the new email address.
Providing reports and process insights to clients
You continue by answering client questions and sending information to a customer who asks how much work the robot completed in the past month and how much time and cost this has saved. This client also wants to know exactly which situations occurred in the process; with that information, they can improve their internal workflow.
Internal demos and process handover
At 11:00, you attend an internal demo of a process that will soon go live. The developer demonstrates how the process works and explains how you can manage it—in other words: what to do in each situation.
Lunch & workplace fun
Between 12:00 and 13:00, it’s lunchtime, and you join a card game in the cafeteria. After lunch, you continue with your daily support and process management tasks.
Feature requests and collaboration with product development
At 14:15, you have a meeting with the product owner of Spider: you’d like to propose a new feature in Spider that would make your work easier. The product owner asks detailed questions to understand your needs clearly and determine the value for Nidaros and its clients.
Afternoon break & onboarding a new client
Around 15:00, you take a short break—play a round of pool or get some fresh air—so you return with a clear mind. Then you onboard a new client into our AI Hub. A bailiff’s office wants field employees to send payment requests on behalf of the office (without having access to the bank account) and to immediately see whether a payment has been made.
End of the day: Support, communication, and ensuring process stability
For the rest of the afternoon, you put out fires, handle incoming emails and phone calls. You end the day with a good feeling: all processes are running smoothly, and you’ve made many clients happy once again.
Tags:
- AI Hub, Automation, Culture, Process Design, RPA, Spider, Team, Update
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