Building a website or putting online a few projects can very well be done manually, without complex procedures or methodologies.
But when it comes to deploying and offer technical support on dozens of websites, it becomes imperative to use an approach that allows for some automation of operations. We’ve invested in a number of tools and procedures to this end.
The next time you choose a provider of web-based services, ask them how they’ve automated their operations !
This is not something simple to accomplish and we’ve spent hundreds of hours in development and tests in order for it to become a reality. In return, this automation will be the most important contributor to our clients’ satisfaction, immediately after the continuous availability of our applications.
In the case of Immo, this means that as soon as a subscription gets purchased on our corporate site, once the payment has been confirmed, the client will be asked a series of questions which will allow us to configure his future site, to obtain his domain name and receive the official documents required for the connection to Centris. If the client cannot complete the inscription process, he may come back to it at anytime and continue from the exact point in the process where he had stopped.
Once the subscription is complete, our automated procedure will purchase the desired domain name (if needed), create the custom DNS zone on our hosting infrastructure, put in the place the proper MX redirections for email and create the client’s site on a WordPress Multisite instance. This micro-site will contain all the information provided by the client, including his broker information, his agency, as well as pre-built pages, starter content and menus, and everything multilingual, of course.
And 24 hours later, synchronization with Centris will start automatically in order to populate the broker’s listings to his site, and keep them updated on a daily basis from that point on.
In the case of Tablo, from the moment a subscription purchase is made, an environment for the client will be created with a unique subdomain and the required modules will be enabled as per the solution chosen. The client will be able to connect immediately and start using their new application.
If the client wants to add any additional modules, he can visit his account at any moment, add them to his cart and once the transaction will be completed, the additional functionalities will be available immediately.
Once account creation was automated, our next step was to make sure we could respond in a quick and efficient manner to our clients’ requests on our various platforms.
Whether it be for Immo or Tablo, the respective applications’ dashboards provide a technical support function. The client may click a button, fill in a mini-form with their questions and this will automatically be forwarded to our support ticket management system (we use Teamwork) which will notify us (email, SMS) and manage all interactions between our team and the client, until final resolution.
In addition, the form includes the page on which the client was at the time (and the error message that was showing), as well as information on their browser, operating system, etc – in essence, all the information required for us to solve the issue as quickly as possible.
Our average response time to a ticket is 13 minutes, and our time to resolution is less than 24 hours.
Of course, in order to ensure the availability of our platforms and the security of our clients’ sites and data, it’s essential to use standardized maintenance protocols.
Each of our platforms enjoys complete backups every 24 hours to a different data center. For WordPress, updates are validated on a test environment, then deployed in production less than 72 hours following their general availability.
And for Tablo which uses proprietary technologies, the source code is also validated on a test server, then deployed using GIT (source code management system), in order to ensure a constant and complete follow through of any code deployed into production.