Our Evolving Support & Service Delivery Structure

Oct 29, 2025 | Featured Post

Over the past few months, we’ve refined our Support and Service Delivery structure to make it simpler, faster, and more focused on outcomes. Our Support teams are now aligned by function rather than geography — with dedicated specialists for Parts & Service, Sales & Admin, and Product Support & Solutions — ensuring every customer receives consistent service and clear ownership from start to finish.

We’ve also launched our newly formed Service Delivery Office, which focuses on uplifting and standardising all aspects of project delivery — from Mergers & acquisitions to solution rollouts, multi-company GL setups, and training engagements. This structure allows our specialists to focus more deeply on your needs, provide stronger technical expertise, and offer a more consistent experience across Australia, New Zealand, and Southeast Asia.

Behind the scenes, we’ve strengthened coordination between Support, Customer Success, and Professional Services to improve handovers, reduce resolution times, and create a more seamless experience from project delivery through to ongoing support.

Turnbull Motors

“I have noticed the changes in Support and SMARTForms in a positive way. SMARTForms have been great with the turnaround time and recent changes to the Terms & Conditions.“

Brad Clark | General Manager

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Autoleague

“Often in life, it’s far more common to take the time to complain rather than compliment.  But when the service is as excellent as I usually receive from Auto IT Support, compliments are well and truly deserved.

The team are courteous, understanding and knowledgeable, but above all, they are quick to respond and help with issues and queries. Of course, we are mindful that we are not the only client, but the team certainly treats you as a priority when you need them, and it’s great to know they have your back when things get tricky.

Along with the Support Team, the Data Services and Smartforms Teams also provide fantastic service, and the Smartform Team, in particular, amazes me with their wizardry in delivering what we need for the specifics of our business. Of all the DMS Support Teams I deal with, Auto-IT is certainly head and shoulders above the rest in prompt, helpful, and efficient service.”

Janine Johnson | DMS Support Officer

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Andrew Simms Group

“Lovely people who understood my query. Love to think outside the box on how I can help Andrew Simms and involve Auto-IT to achieve that goal.”

Tauseef Khan | Admin Manager

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Days Machinery

“Over the past number of months I have found that the response from the Service Desk has been much more efficient, both in terms of time to attend to the ticket as well as having the ticket resolved. The support I am receiving from our CRM, Brad Hearne, certainly makes my life easier with his suggestions and guidance of where to look and just general assistance, especially the fact that he is willing to take my call late on a Friday afternoon or return my calls when he is out on site or traveling.” 

Gavin Pearson | COO

New Tools & Technology

We’re modernising the systems that power your daily experience. The introduction of HaloPSA, our new cloud-based service management platform, brings together ticketing, project delivery, and reporting across Support, Data Services, and Professional Services.

Built on industry best-practice (ITIL) standards, HaloPSA enhances visibility for both our customers and internal teams — enabling faster response times, real-time access to open tickets and projects, and smarter insights that help us identify and address recurring trends before they impact you.

We’re also expanding our knowledge base and training resources, giving customers easier access to help articles, how-to guides, and on-demand training videos to support self-service and continuous learning.

Refined Processes & Service Improvements

Alongside these structural and tooling changes, we’re strengthening the processes that underpin your service experience. From clearer escalation paths and consistent after-hours support coverage to improved communication standards and proactive post-incident reviews, every enhancement is designed to deliver faster recovery and greater accountability.

We’ve also standardised case management and deployment workflows — covering web apps, integrations, patch releases, and SmartForms handling — to ensure every engagement follows a consistent, high-quality path. While many of these improvements happen behind the scenes, they’re already making a measurable impact, helping us respond faster and deliver more reliable outcomes for your business — so watch this space as we continue to build a stronger foundation for your business.

Nabil Srour | Director, Operations

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