Joel Burnett is a Senior Implementation Team Leader at Adventoris. Adventoris are the creators of mobile app platform SwiftCloud, an ordering solution which supports over 220
clients including: STAEDTLER, AG BARR, Dole and Pipers Crisps.
Joel started his career with Adventoris in 2017 as a Business Development Manager, from a background in Customer Service and Quality Assurance. Throughout his almost eight years with Adventoris, Joel has progressed within the business. He now heads up a team of Implementation Consultants, as well as the Technical Support department.
SwiftCloud is a customisable B2B platform that allows its client’s customers to place orders 24/7, browse products, contact the company and access technical support whenever it is convenient for them.
Here, he breaks down a recent week in his life…
Monday
I like to get an early start (especially on Mondays), so arrive in the office for 7.00am and look at anything that was actioned by the support team over the weekend. Although I do keep an eye on things in my free time, I like to ensure nothing has been missed and everything is in hand. We offer 24/7 support at Adventoris, so it’s useful to get back up to speed with what’s been going on.
Next, I like to plan my work for the upcoming week. I find that allocating units of time to ongoing projects and issues helps maintain proper focus and ensures we are hitting
deadlines. Especially where ongoing implementations of our software are concerned.
My role is split between the support of our platform, and its successful implementation and delivery. As such, a portion of my time involves helping customers and end users with any problems. This might be directly, or via assisting one of our support technicians with an ongoing issue that has been escalated to me.
Tuesday
On Tuesday, I’d dedicated the entire day to ongoing implementation work. This part of my role is all about solving problems and manipulating data, for which our tool of choice is SQL Developer. This aspect of the job is particularly rewarding, and each project has its own complexities that can take time to figure out, such as understanding the pricing structure of a client’s ERP.
Part of our promise with the SwiftCloud platform is that we’ll replicate our customer’s pricing structures, no matter how complex. Naturally, getting this aspect correct is key for our customers. Completing such a challenging endeavour makes it all the more rewarding when we get a client up and running on the platform.
Wednesday
Wednesday was filled with catch up meetings, ensuring that the clients I am dealing with are kept up to date with the progress of their implementations. All of our customer
communication in the implementation team is done via Microsoft Teams, which is great as it really minimises any downtime that would otherwise be lost to travel.
At lunchtime, I like to go out and stretch my legs and take a break from my screen.
We’re based in the heart of Huddersfield so there’s plenty of choice when it comes to somewhere to grab a bite to eat. Today I met up with my fiancée for a coffee at Turntable Coffee and Vinyl. It’s a great spot and we both believe in supporting local businesses when possible.
After lunch, I spent an hour looking over open support tickets to ensure they were being progressed as required. Although our support team always have a handle on things, I’m very passionate about customer service and like to make sure we’re exceeding our SLAs wherever possible.
Thursday
I started my day by having a preliminary meeting with Corrosion Resistant Paints, a client we have recently signed. I have an initial meeting with every new customer that signs up, during which we have a quick recap on what was discussed at point of sale, and also to bottom out if any development work might be required. Though SwiftCloud is templated, we do offer an amount of customisation should our client’s business needs necessitate it. We like to be certain we are capturing our customers’ requirements even before the project gets underway in earnest.
We’ve found that these meetings are a really important touch point as things can easily be missed or requirements can change, and we want to make sure that the platform
fits our customers business model and processes perfectly. One of our clients, Rodda’s, went live on the platform today. They are utilising our Telesales module, allowing their internal sales team to place orders on our web portal which then import directly into IFS. On their first day, they took a high number of orders through SwiftCloud, which highlights how easy it is to reap the benefits of our software immediately after go live. I assisted their dedicated implementation consultant throughout the project, and it’s always rewarding to see a customer you have helped to implement complete their journey from sign-up to launch.
Friday
On Friday, I like to start my days with a walk to work (weather permitting!). I’m lucky that I only live about four miles away from the office and find that a quiet walk in really helps to set me up for the day ahead. I had a meeting with our head of implementation and the two team leaders at 10:00 am. This is a regular session where we set priorities for the upcoming week and review which clients are close to launching and also recap on any key issues or developments that have occurred department or company-wide in the previous few days.
On Friday afternoons, I like to have a final push on resolving any open support issues where it’s possible to do so. This way, any customers who have raised tickets can go into their weekends knowing their 24/7 orders are coming through with no problems.
Then it’s time to clock off and wind down, me and my fiancée love films so if we’re not at the cinema we’re usually trying to find something to watch at home. Though when it comes to genres tastes may vary, Clint Eastwood is a favourite actor/director of ours.
