An interview with Cris Ellis of SMRT

As we focus this month on Allied Trades Support Teams, I had the opportunity to sit down with Cris Ellis, Technical Support Manager at SMRT. Cris and I had the pleasure of meeting IRL (in real life) in Toronto, where he and his colleagues supported our SMRT conversion.

How long have you been at SMRT? Can you share a bit about your career journey within the company?

I’ve been with SMRT for a little over five years now. I started as a support agent, helping customers through email, phone and support tickets. Over time, I moved into a Support Manager role and later took on positions as Sales Engineer, Customer Success Manager, and Consultant.

No matter the role, my focus has always been on making sure our clients feel heard and supported. While there are always some limitations, I do my best to find solutions and ensure their concerns don’t go unnoticed. That approach naturally led me to my current role, where I can continue making a difference for both our clients and the company.

What does “support” mean to you?

To me, support is about more than just solving problems, it’s about guiding and empowering individuals to reach their goals. It’s not always about fixing an issue directly, but rather providing clients with best practices, training and knowledge to help them make informed decisions for their business.

Support also means equipping them with the right tools and resources to be productive and successful in their work. Ultimately, it’s about being a reliable partner they can count on.

I always learn from the SMRT support team when I file a ticket. They take the time to explain what they did and how they arrived at their solution. Does your team have a Key Performance Indicator (KPI) for getting back to clients?

Speed and responsiveness are at the heart of our support strategy. Our KPIs ensure that customers aren’t left waiting – our goal for first response time is 20 minutes, but we’re crushing that with an average of just 7 minutes. Follow-ups? We aim for 3–5 hours, but we’re currently at an impressive 30-minute average.

Plus, we’ve built in smart routing for specialized tickets, making sure they land in the hands of the right expert fast. It’s all about delivering top-notch support, efficiently and effectively.

When should someone file a support ticket? Right away? Should they do any preparation before reaching out?

I encourage clients to reach out whenever they need assistance. We’re here to support them, no matter the issue. Every concern, big or small, is handled with the same level of care and attention. That said, I always recommend reaching out to our support team first, as they can quickly troubleshoot and eliminate common issues. This helps streamline the process and ensures that if something requires my involvement, we can focus on a solution right away.

The best thing a client can do when reporting an issue or seeking assistance is to provide as much detail as possible. If applicable, sharing examples, taking pictures, and having the person who experienced the issue join the call or email can help us gather the most accurate information. This allows us to diagnose and resolve the issue more efficiently, ensuring a smoother experience for everyone.

SMRT has also incorporated a resource centre/training centre within the platform. Can you tell us more about it?

SMRT isn’t just about streamlining operations, it’s about empowering users. That’s why the platform includes a robust Learning Center, a go-to hub packed with resources to help customers take charge of their own learning.

We recently gave the Learning Center a major refresh, updating articles to keep them sharp, relevant and easy to follow. It features a mix of in-depth help guides and interactive, on-screen walk-throughs that are perfect for training new employees or giving seasoned staff a quick refresher.

We’ve also launched a new series of support webinars, available in the Learning Center. These recordings cover a range of topics, giving users the tools and insights they need to get the most out of SMRT, all at their own pace. Whether a customer is troubleshooting a question or looking to master new features, this resource is designed to make learning effortless and accessible.

Is there an example of a company whose service model you admire? Why?

A company that truly sets the bar for exceptional service? Google. Despite being a massive global powerhouse, they’ve mastered the art of making every customer feel heard. Whether it’s a call or a support ticket, they handle each interaction with care, ensuring users get real solutions, not just canned responses.

That’s exactly the kind of experience I strive for with our incredible support team at SMRT. It’s not just about fixing issues – it’s about actively listening to our customers, understanding their needs, and using that feedback to drive meaningful system improvements. Our goal is to make SMRT even better, more intuitive and more powerful, because great support isn’t just about solving problems, it’s about creating a better experience for everyone.

SMRT is a busy and growing work environment. How do you and your team support one another when things get challenging?

Things can get very busy, but we’ve fostered an open environment where all our agents can support one another. We hold weekly triage meetings to review tickets that are more challenging than expected, ensuring we collaborate and find the best solutions.

Our team communicates well and has developed a workflow that helps everyone manage their tasks effectively, even under high-pressure situations. This collaborative approach allows us to stay on-track and deliver for our clients, no matter how demanding things get.

What is on SMRT support’s radar this spring?

We’ve got some exciting updates in store, but one I’m especially thrilled about is our new delivery app. Not only does it have a sleek, refreshed look, but it’s packed with powerful new features designed to make pickups and deliveries smoother than ever.

One game-changing addition is in-app messaging with route drivers [to be picked up when they stop driving]. No more back-and-forth calls or confusion. Plus, we’ve optimized the app to store data locally, meaning fewer disruptions due to network issues. Whether it’s a minor tweak or a major upgrade, every improvement is designed to make life easier for our users.

Spring is all about fresh starts, and we can’t wait for everyone to experience this exciting new chapter in SMRT’s evolution. Stay tuned – there’s more to come.

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