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Six Tips for Maximizing the Value of Magento Support

Tim • June 3, 2014

Initial implementation of your Magento based eCommerce site is just the start. Websites are an ongoing process, and the health and performance of your online store are dependent on a full end-to-end eCommerce solution that includes reliable support services. Here are six tips to help maximize the value of your site’s Magento support.

  1. Build to Automate
    A onetime code change is one of the most efficient ways to achieve desired site alterations. However, if changes of a similar kind are creating the need for frequent code deployments, it may be more efficient and safer to create a specialized content block or widget that allows these changes to be easily made from the admin panel.
  2. Use Change Type Management Tools
    Different types of support changes come with very different risk profiles. In order to help evaluate risks to your project, LYONSCG has created a change type matrix that also organizes deployment processes. We’ve also created tools to automate low risk changes so that they can be made more efficiently while employing security and risk management best practices.
  3. Don’t Change Sprint Priorities Mid-Cycle
    Though the use of small sprint cycles is designed to add flexibility to the application development process, the dynamics within an individual sprint are much like those of a larger scale project. The later changes are introduced in the process, the more costly they are. It is much more efficient to make new goals the top priority for a subsequent sprint.  Avoid changing sprint goals, particularly toward the end of a cycle.
  4. Plan Resource Ramp Ups
    Adding additional resources to help with an increased workload must be carefully planned.  The ideal situation would be to have developers currently engaged with a project to designate some time to help integrate new developers into the workflow. By doing so, the knowledge transfer time required to get new resources operating at peak efficiency is minimal. This will help avoid a situation where current resources are so busy that they can’t spare any time to help ramp up new people, which in turn causes a delay in reaching optimal efficiency and increases the total hours spent achieving project objectives.
  5. Don’t Troubleshoot Problems with Insufficient Data
    Calculate cost vs. benefit when deciding how much time to spend on addressing reported symptoms. It is important to avoid the “needle in a haystack” problem. That is, characterize issues in terms of severity, frequency, and repeatability. If symptoms do not cause severe problems, do not frequently occur, and cannot be reliably repeated, it is usually a good idea to take note of them while adding some targeted monitoring to gather additional data, and waiting until you have more tangible information to guide the troubleshooting process.
  6. Initiate Platform Education
    Education on the Magento platform drives project success. When customers have a clear understanding of what your support team is trying to communicate, information can be presented to multiple people in ways designed to maximize utility and retention. At LYONSCG, we offer training in addition to support services that transfer customized skills to our customers to align them with an enhanced Magento experience. A combination of platform education and training ensures quality communication between you and your support team.


At LYONSCG, we are dedicated to providing you with the best services for addressing the complex inner-workings and demands of your Magento site. Learn more on our Magneto Support services.


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