Custom Technical Assistance Scheduling System for Superior

The Challenge

SpotDev initially worked with Superior to optimise and automate many of their marketing and sales processes. Consistently exceeding expectations, SpotDev was later tasked with their biggest challenge yet: developing a solution that would allow Superior’s clients to schedule technical support appointments during complex bank equipment migrations, such as mergers. The system needed to manage appointments based on service tickets, dynamically handle the availability of the call centre team, ensure secure access for external bank customers, and accommodate complex scheduling across multiple time zones across the US.

The context of this challenge is the increasing frequency of bank acquisitions in the US. Superior services banks nationwide, providing hardware such as cheque scanners and smart safes that automatically update a customer’s bank account based on the money counted or deposited in the smart safe. With larger banks increasingly acquiring smaller ones, there is a growing need to ensure that the acquired bank’s customers, using devices like cheque scanners and smart safes, can seamlessly integrate with the systems of the acquiring bank.

This transition can become a logistical nightmare without an automated, streamlined solution to facilitate communication and support between the banks and their customers. The challenge lies in ensuring that the software on these devices is properly updated to communicate with the new systems while complying with requirements for secure and efficient data migration, all of which can vary depending on the size of the acquisition and the complexity of the banking systems involved.

The Solution

Superior introduced the idea of a Technical Assistance Centre (TAC) to manage the process of contacting customers from acquired banks during mergers. TAC would ensure that customers’ equipment, like cheque scanners, are updated with the correct software and drivers to connect with the new bank’s systems. Essentially, the envisioned solution was about reaching out to clients via phone or Zoom to upgrade their systems to be compatible with those of the acquiring bank before they stopped working.

As Superior’s technical solutions provider, SpotDev used HubSpot’s custom objects, workflows, and serverless functions to develop a bespoke scheduling system to realise TAC.

TAC features a dynamic scheduling interface linked to service tickets, custom availability management, automated conflict prevention, and a secure portal for bank customers. TAC is also available as a white-labeled solution, enabling banks across the US to outsource their support services to Superior while preserving their own brand identity across all support communications.

                                                     TAC system interface (below) TAC demonstrates the depth of SpotDev's expertise in solutions architecture, leveraging HubSpot functionality and extending it through custom UI development.

SpotDev's Chief Executive, John Kelleher, describes Superior's TAC as, "a world-class example of combining native HubSpot functionality with custom implementation."

Previously, Superior would have required a large team to handle outbound calls and book appointments manually, but with TAC, this process is now fully automated. Supported by a dedicated team of support professionals—TAC streamlines the process, making it easier for Superior to manage technical support during acquisitions or complex bank equipment migrations while maintaining efficiency and scalability.

The Results

The TAC system, developed in partnership with SpotDev, is a proprietary software solution that has become a key driver of Superior's success. It has transformed its business model from hardware reselling to software and service delivery. This solution has given rise to a profitable business unit and is expected to support Superior’s future growth.

TAC has further positioned Superior as a technology leader in the treasury solutions sector and drove operational efficiency and enhanced customer satisfaction.

Key results reflecting operational efficiencies, growth opportunities, and better resource management for Superior, all driven by the successful implementation of the TAC system include:

• Proprietary software solution boosting Superior's market position
• A new profitable business unit
• Automated appointment scheduling
• Better human resource allocation for support services

SpotDev continues to work closely with Superior, refining the TAC scheduling system to meet evolving customer needs. These ongoing improvements showcase SpotDev's expertise in developing custom solutions that drive business growth through automation and optimisation. By automating key functions, TAC ensures a seamless and efficient support experience, enhancing service delivery, reducing manual efforts, and boosting customer satisfaction while reinforcing Superior’s market position.