Client Success

Steve has been with SB Software longer than anyone else in the help team and already brought with him previous long experience on the frontline in the vending sector. Every day he calls on the length and breadth of this well-earned expertise. As well as specialising in Vendmanager reports (drawing on his in-depth knowledge of the system), today he manages the asset register (including Datakeys) and enjoys training both clients and our own new recruits. Steve plays a key role within the team, having internally trained all team members, he is the first company contact for new employees, and forms a special relationship during those initial training days. Clients will regularly contact Steve by phone or via email for both Vendmanager support and Datakey repairs and enquiries. Steve has a love of motorbikes and Formula 1 and is recognised within the company as “the man who can fix (almost) anything!”

Cerith’s background includes customer service and documentation with blue chips like HP and HSBC, and after 5 years with SB Software so far, he is now deploying those same skills here to the benefit our clients. He was the father of our first help guides (available online and as handy A5 booklets – see photo – “especially convenient to keep on the dashboard of your van when out on a route” he smiles). The 24/7 online help centre also falls within his remit, alongside user management. Cerith has a very calm and pragmatic approach to support and is often first on hand to handle email tickets that are received. Cerith is a keen photographer, hiring studios to shoot professional quality portraits, and also enjoys gaming in his spare time. But, unusually for a photographer he dislikes being photographed himself – and chose instead to put the User Guide front and centre here.

Andy was recruited specifically to bring additional high level technical expertise within the help team. With a successful background in larger tech companies, his expertise in infrastructure and security (for example) have proven invaluable, especially when it comes to systematically managing client upgrades to the latest version of Vendmanager. He takes particular pride in his work on access management, delivering “control, efficiency and security.” Andy has been with the company for over a year now and in that short space of time has made a huge difference to the team, allowing Tom to focus additional attention to more managerial matters. His technical expertise is not only of benefit to clients, but to other members of the company also. In his spare time Andy enjoys motorsport and cycling.

With one year (and 2 weeks) under his belt, Bhavik is the newest recruit to the support team and still speaks fondly of his structured induction and in-house training led by Steve (including his ingenious but low-tech adaptation of an extendable radio aerial into a pointer to indicate specific fields clearly on screen). With advanced technical prowess, Bhavik has a special interest in task automation, which he has already deployed to upgrade our automatic ticket creation and management system. In order for Bhavik to learn all aspects of Vendmanager as quickly as possible, he has been on first line support since his initial training concluded. A year later and his Vendmanager knowledge has gone from strength to strength. A popular member of the team, Bhavik always has a smile on his face and enjoys cycling in his own time.

Paul has specialised in customer service for over 20 years, in sectors ranging from retail (John Lewis) to manufacturers (Dyson) to public sector (hospitals and councils). He is now celebrating his 6th year with SB Software: “I love it here”, and takes special pride helping users achieve tasks that were previously beyond them (he provides the email evidence of the positive feedback he has received). His advice: “Know the product and smile when you dial.” Paul has an in-depth knowledge of Vendmanager and its processes and is the go-to guy for invoice template design. He is first in line on the support desk, and if you call there’s a high chance he will be the one to pick up. His experience in customer service shines through as everyone loves speaking with him.

Away from work, Paul likes spending time with his 2 daughters, when he isn’t fully engaged on DIY projects: he recently excavated 12 ton of rubble solo – including railway sleepers – from his back garden before landscaping and laying decking (for the children to play on, of course).