Meet The Team - Alana Burton

Meet Alana! She's driving automation at Intoware and leading customer support.

What does a typical day look like for you and what are you currently working on?

A typical day for me is mostly spent interacting with our customers, whether they are new customers who are just starting to embed WorkfloPlus in their business or supporting customers with more complex solutions. I can be found often creating knowledge articles, responding to support tickets or creating new interactive support materials.

What is on your wish list for your next five years here?

Over the next few years I will be driving further automation within WorkfloPlus such as automated support to enable our customers to access support even easier than they do now. We will also be releasing our new web client shortly so in the more imminent future we will be delivering new training materials, in depth training sessions and webinars to help our customers to make the most of this great new addition.

What kind of skills do you need to be effective in your role?

Multi tasking, in depth product knowledge, communication skills and above all empathy to enable me to put myself in the customer's shoes.

What do you like most about your job?

The team has to be one thing - we have a really great team here! But, mostly it’s engaging with the customers and learning about new use cases, as well as using feedback to shape our product.

What’s your most memorable facepalm moment?

Oh gosh, there are many! Probably when a customer accidentally said ‘i love you’ at the end of a phone call and I automatically reciprocated it.

We have a tradition of having a joke of the week during our team catch up. In honour of this can you give us your favourite joke?

Please bear in mind that most of my jokes come from my 7 year old…….

Q: Where does a fish store it’s money

A: A river bank

Have you picked up any new hobbies during lockdown?

Absolutely, I started to learn how to make my own soy candles, who knew there was an exact science behind it?

What’s your favourite line from a film?

“Last time I heard that I laughed so hard I fell off my dinosaur.” (Step Brothers.)

Finally, who would you like to highlight from the next issue's “Meet The Team” segment?

Our very own Head of Development, Lee McDonald.


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