HDI Brasil implemented a voluntary Software Advisory Board (SOAB) made up of specialists to discuss trends in the software support market in Brazil and improve the industry's customer service. The group is chaired by Ulysses de Camargo, from Crivo TransUnion, with Rodrigo Rico, from Bematech, as vice-president. It also has representatives from Totvs, Senior Sistemas, Mega Sistemas and PC Sistemas.
In addition to debating the main needs of the segment and guiding the industry on best practices in software customer service, the committee also plans to prepare supporting documents and topics for research aimed at improving the quality of technical support in Brazil, bringing methodologies of the international market and adapting them to the Brazilian reality.
“We aim to be an engine of evolution and recognition of the software technical support activity. At the same time, we know that the lack of uniformity between companies makes it clear that this market still needs to reach maturity. Today, each company operates in a different way. Some manage to advance, but in a little systematized way. The purpose of the board is precisely to provide recommendations on the trends and needs of technical support for the software industry”, explained Rodrigo Rico.
As part of its activities, the Software Advisory Board participated in the 8th edition of Expo HDI 2014, which took place in São Paulo in May.
HDI is an entity founded in 1989 and is currently the world's largest association of professionals in the Help Desk/Service Desk and customer support market. In Brazil, the association already has the Field Advisory Board and Strategic Advisory Board committees.
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