|
Our new customer web portal is launched! This is the first phase, and the portal will be subject to
constant improvements, updates and additional features. Please do
let us have your feedback as this helps us to provide the
information and functionality that you actually want to see rather
than what we think you want to see.
Currently the portal allows
supported customers to login securely and create a new helpdesk
support case, check on the progress of an existing case, view status
of supported servers, and even view and print itemised phone calls
if using our VoIP services. The second phase of our roll-out will
include the ability to view invoices and produce statements, and
also additional support case functionality as described in more
detail below.
Support Cases
Every time one of our supported customers telephones, emails or
opens a remote helpdesk session to report a problem we raise a
‘support case’ via our CRM system. Each case is given a unique
reference number and is then allocated to a member of our technical
team who will progress the case through the various stages in its
life-cycle until it is resolved. Ultimately we are also able to
track, monitor and report on an individual customer’s case history,
all of which helps us to proactively manage each account.
Through the new web portal the primary contact at each of our
customers has an individual login to create new cases and check on
progress of existing cases. On creating a new case an email is sent
to the customer confirming the details and case reference number and
the case is sent to our support helpdesk where the case is allocated
and actioned. Customers are then able to log back in at any time to
check on the status of each case and see which member of our
technical team is dealing with it. Phase two of the roll-out will
allow more interaction between the user and the technical team.
Customers will have the ability to read the case history notes and
even add to them. In turn, when a member of our technical team
updates the case history, this will prompt an email to the client
informing them of any changes.
Remote Monitoring
Our pro-active remote server monitoring service offers supported
customers real-time tracking and reporting of service failures along
with hourly and daily health checks on various other aspects of
their IT network. The service constantly checks for critical
failures on each supported server and we also monitor disk space,
virus definitions, and backups (onsite and offsite) as well as
noting general properties such as machine name, domain, operating
system, processor speeds and system uptime.
We also have a graphical interface which allows both customers and
our technical team to see ‘at a glance’ how much disc space is
available, how this has fluctuated over the past 10 days and also
the percentage of RAM and CPU usage over the past week. Any issues
which are picked up by the remote monitoring service are highlighted
instantly to our network support team via email and also on a large
screen which is viewable by the whole office. A support case is then
initiated and the matter can be investigated, often being resolved
without the customer even being aware there was a potential problem.
Telephone Calls
For those readers not familiar with the IP telephony side of our
business, we provide a blended solution combining the technologies
of Microsoft’s ‘Office Communications Server’ and Digium’s
‘Asterisk’ open source software. This is real leading-edge
technology which pushes the boundaries of IP telephony and Unified
Communications to a whole new level providing call recording and
logging, voicemail to email, Outlook contact integration, soft-phone
and mobile phone integration, voice recognition, CRM integration,
click to dial and video conferencing plus many more features and
call handling options.
By combining the above technologies with SIP trunks (a pure Voice
over IP solution) we can effectively negate the requirement for
traditional telephone lines in a customer’s premises by running all
of your voice traffic via a dedicated Internet connection,
ultimately saving time and aggravation as well as providing more
flexibility and functionality.
Customers using our SIP trunks are effectively routing calls via our
Voice over IP infrastructure before breaking out onto the PSTN
network. This means calls are billed directly from ourselves at
extremely competitive rates and each month customers can log into
our portal to view, and print if required, the full list of itemised
calls.
If you are an existing customer and would like to request secure
login details for the new portal please click the following link and
your login credentials will be sent to you via email. If you would
like to talk to us in more detail with regards the above or have any
feedback at all please do get in touch with your account manager via
telephone or email.
Enjoy the new service!
Click here to request login link
|
