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Behind the scenes: Thinkwrap’s Business Operations Support Team

7 people making different facial expressions such as shock, surprise, interest, and excitement.

Thinkwrap is your Omnichannel Commerce Business Operations Support partner.

Business Operations Support is one of the most mysterious groups at our organization - that's why we’re focusing on their work in this blog series (click here to read last week’s post). I’ve always heard “when you do something right, nobody will be sure that you've done anything at all” - but is that really fair? We thought going “behind the scenes” would be a great way to shed some light on what our team does, day-to-day. We have a stellar Business Operations Support team at Thinkwrap, and the work they do is invaluable to the continued success of our clients.

So, what happens during an average day?

It turns out, there is no average day! Each day poses unique challenges and opportunities to improve the performance of our clients’ sites. However, our team has a set of daily tasks and best practices that lend themselves to making the right calls and dealing with tickets in a prioritized manner - so when the bigger challenges do come up, they’re ready to deal with them. They...

1 | Start with morning checks.

Overnight, incidents that require immediate attention are dealt with by a specific member of our team who is on call, in order to provide the necessary 24/7 support that e-commerce demands. Even if these incidents have been solved, the team has to review them in order to help understand and prevent future reoccurrences. They do a root cause analysis (RCA) and reach out to the development or hosting team to ensure it’s taken care of.

Aside from these critical incidents, certain clients have time-sensitive business processes that need to be the top priority in the morning. Additionally, the morning checks ensure that the required feeds completed successfully and if not are addressed in a timely manner. It’s important that these are all documented thoroughly and efficiently, so they can…

2 | Continue by prioritizing work.

Tickets have to be sorted into areas. While there are some team members dedicated to one client, most of our overall support team works by specialty. This can include Oracle, SAP, infrastructure, networking, or sysadmin professionals - and as we add more platforms to our offerings, we expand our knowledge and team.

Their prioritization is also based on the expertise and advice of our support team leaders - this way, there are multiple levels of insight into their decisions for what to tackle, first. Creating efficiency in the process of solving clients’ issues means there is no chance of missing an important incident, or of neglecting incidents that should be dealt with first. These team leaders also...

3 | Build a relationship with the clients

The team leaders meet with clients weekly, biweekly, or based on individual need. This ensures we have a chance to review issues from the previous meeting and add yet another layer of prioritization based on the clients’ needs. The team is able to effectively liaise with the third-party vendors (for integrations) and hosting provider, creating one point of contact (us) for the client, so the client can focus on their business priorities and are not caught up in coordinating the nitty-gritty support issues as they move along the line of communication. For any issue, whether discerned from a meeting or through our daily checks, we...

4 | Reach out to third-party vendors

As mentioned, the support team is a single point of contact for clients in regards to their unique e-commerce ecosystems, and have accomplished this by creating close relationships with the vendors our clients use. This includes payment providers, financial systems, shipping providers, tax calculators, marketing applications, and more. Since we have multiple clients with many of these companies, they know us, we know how to talk to them, and we can solve issues quickly without our clients going through the headache of multiple phone calls and touchpoints. On an average day, our team can also…

5 | Fill in gaps in development or reach out to executives in the company.

In the right circumstances, the support team is ready to fill in gaps in development. As they are all experts in various e-commerce platforms they can do quick development work where necessary if it will save time and improve the efficiency of the client’s site. If it’s an issue out of their ability, which does happen occasionally, they are empowered with the ability to reach out to our executive-level architects in order to solve the most intricate problems. These experts can also….

6 | Attend Quarterly Business Reviews.

This is a business conversation integrated with support and development. It doesn’t happen every day, but it’s important to mention for several reasons. It keeps relationships with clients healthy, making sure they don’t feel neglected, and so we’re prepared for their upcoming business changes, whether strategic or operational. It gives the team a chance to review the tracked performance metrics, monthly reports, and quarterly trends and concerns so that contracts can be adjusted accordingly. We can also, as mentioned, bring an expert to answer difficult questions and lead high-level conversations when needed.

As a bonus, with our proactive diagnostics, problems get dealt with early on. Eventually, you experience fewer issues, as fixes and updates become permanent improvements.

There is a better way to do support for your Commerce platform.


By Aisling McCaffrey

Aisling is our Demand Marketing Specialist, and loves working with both technology and humans. She studied International Business (concentrating in Marketing) and has spent several years living and working in China, mostly in Shanghai, where she became passionate about global innovation and how the use of social media changes in different cultures. Aisling likes to keep up on internet trends - from business to memes - and is always looking for new ways to learn or entertain herself.

Tags: Omni-Channel Commerce, eCommerce, User Experience, Support, SAP Customer Experience