Christoph, you’ve been with WINPACCS for a long time now. How has support at WINPACCS changed over the last 20 years?
Christoph Tuchan: That’s a great question, because a lot has really happened in that time. Back then, for example, we didn’t have a centralised ticketing system; instead, we had to handle incoming support requests by email and keep track of everything manually. That was very laborious. Back then, there were also no remote solutions such as TeamViewer to view situations and problems directly on users’ computers and resolve them together.
Fortunately, today we have many excellent tools and options to help our user community directly and very quickly. In addition, our team has grown significantly over the years and our workflows have become more efficient. This enables us to provide support to our WINPACCS users much more quickly and, in doing so, offer a level of support that really makes a difference.
Furthermore, our applications have, of course, also evolved massively over the years from a technical perspective; on the one hand in terms of their scale, and on the other, they have become more robust, making them less prone to on-site disruptions. Robust and secure technology is particularly important and crucial in the field of development cooperation.
And what else forms part of WINPACCS’ support strategy?
Christoph Tuchan: Our goal in support has actually always been: we want our users to need as little support as possible. That is why we focus on intuitive, self-explanatory solutions in development. We also support this through our Academy, the online help in WINPACCS and other tools, so that our user community is as well-equipped as possible to help themselves. Ultimately, this allows us to keep the level of support required on both sides as low as possible.
If you had to choose a song title that describes your motto in your role as Head of Support, which one would it be?
Christoph Tuchan: That’s a difficult question, as there are so many songs that would fit. Based on the song titles, I’d go for a combination of “Help (I need somebody)” and “You’ll never walk alone”. Because, on the one hand, there’s a person who needs help. On the other hand, there’s our support team, which doesn’t leave that person to fend for themselves, but works together to find a solution.
For me, this idea and this choice of songs apply not only to our support team, but also to the work of our users. In development cooperation, enabling people to help themselves is a central guiding principle. Just as we support our users in finding solutions within WINPACCS themselves, they in turn empower people in need through their local projects, so that self-help becomes possible there too.
Which three words best describe your support team and why?
Christoph Tuchan:
Helpful: Support requires a high level of helpfulness, as one’s own concerns and tasks must take a back seat in order to help others instead. I have a great team here who are happy to do this and take on this task to help our users, or even WINPACCS staff.
Energetic: To ensure problems and queries aren’t left unresolved for long, a high level of energy and initiative is needed. This, combined with the determination to resolve an issue to the user’s satisfaction, is a real strength of our team.
Great: Because I simply think my team is brilliant and I really enjoy working with everyone! It’s always a pleasure for me when we find a solution together and can help someone!
If the WINPACCS team were a football team: In which position would you line up as Head of Support, and why?
Christoph Tuchan: That would definitely be the number six (central defensive midfielder)! The six sets the pace and dictates the flow of the game with his style of play.
They also step in to make a tackle when the defence is under threat. As head of support, I’m responsible for ensuring that processes run smoothly so that we can help our users quickly. If unexpected problems arise, I sometimes have to step in and help out or ‘make a tackle’. So the position fits quite well!
