At Diversified Technology, our Support team does far more than solve problems — they build confidence. Every call, every ticket, and every walkthrough is an opportunity to make our clients’ work lives simpler, faster, and less stressful. Hunter Rollman sat down with a few members of the team, Matt and Eli, to talk about what’s changing in the world of client support and how they’re helping municipalities and utilities adapt to technology’s next wave.
Helping Clients Succeed — Not Just Fix Problems
Eli summed it up best: “The Support team assists with troubleshooting and helping clients who use our software, but it’s really about education.”
Through in-house training and ongoing learning, the Support team doesn’t just resolve issues — they equip clients to handle them in the future. Tools like Diversified’s Client Care Portal and clear documentation make sure customers can find solutions quickly, without having to wait for help.
“By explaining the Level 1 issues they call about,” Eli added, “we help them understand the system more deeply — and that makes them more confident, long-term.”
People Skills Meet Technical Know-How
Both Matt and Eli agree: succeeding in Support requires a perfect balance of brains and heart. “It’s 50-50 soft skills and technical skills,” Matt explained. “You have to know the software, but you also need to know how to navigate people.”
Eli echoed that sentiment: “Our team has a mix — some of us lean technical, some more customer-facing. But we’re all learning from each other to provide consistent, reliable help across the board.”
That mix of empathy and expertise is what keeps clients coming back — and trusting Diversified with the systems they rely on every day.
Custom Solutions: The Rewarding Challenge
When a standard fix won’t cut it, the team gets creative. Matt shared how satisfying it is to create something unique for a client:
“When the client’s needs aren’t met with the software, and we can build something custom to fulfill those needs, it’s satisfying. The challenging part is really understanding what the client needs — and turning those needs into reality.”
Eli had a similar experience when helping a client reorganize billing rates. “The client mentioned sending delinquent notices through Word. I offered to create a notice template directly in the software, and she’s using that now instead.”
Small wins like that might sound simple, but they have a lasting impact — saving clients time and helping them use the platform more efficiently.
The Future Is Powered by AI (But Still Human)
Ask anyone on the Support team what’s next, and one word comes up immediately: AI.
Both Matt and Eli see AI transforming the way clients get help. “AI will take a tremendous workload off of basic support needs,” Matt said. “But you’ll still need human agents for the complex issues.”
Eli added, “With stronger AI, clients will be able to get answers before even reaching out. Once our Learning Management System and knowledge directory are fully developed, most calls will be higher-level questions.”
That evolution means Support will become even more strategic — helping clients adopt new tech faster, with AI handling the basics.
Lessons Learned from Supporting Cities and Utilities
Working with municipalities has its quirks — and its rewards. Both team members laughed when asked about the biggest lesson they’ve learned: “People don’t like change.”
But as Eli pointed out, that resistance often turns into appreciation once clients see how new tools improve their daily work. “If you advertise it and guide them through it well enough, they realize how much better off they are. You just have to help them over the hump.”
That blend of patience, persistence, and genuine care defines the Support team — and it’s why Diversified’s clients trust them to keep their communities running smoothly.
In short: the Support team is the steady hand behind every innovation — the bridge between powerful technology and the people who use it. With their mix of curiosity, creativity, and heart, they’re shaping not just the future of Support, but the future of how governments and utilities connect with technology.
💬 Need help simplifying your operations?
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