Technologically, we’ve come a long way since having to memorise your best friend’s phone number, rewinding rented VHS tapes before watching or planning your car journey using road maps and A-Zs. And so has our customer support service.
While our old bespoke support system has well stood the test of time, in an epoch where streaming movies or real-time sat nav travel directions on our phones has become the norm, we felt there was scope to develop a support system that better reflected customer needs in this fast-paced world.
One of the key factors was ensuring each new case was not only allocated a unique case number, but by integrating with our CRM system, was visible across all relevant departments. This allows real-time dynamic reporting, ensuring the very most up-to-date, consistent records to be seen by all.
To further enhance our support capabilities we launched the Aligned Assets Customer Portal in January 2019, with a view to providing an efficient one-stop shop. Once registered, this rich resource provides a gateway to an extensive product knowledge base, suggested solutions to the more common issues and access to the wider Aligned Assets community through the user forum. While here, you can log new support cases, monitor progress on existing cases, or self-close any cases you’ve solved using the resources. Quick. Easy. Efficient.
‘We wanted to make sure that our new support system was as good for customers as we liked to think. So for the last year, we’ve been asking for their feedback, every time a case closes. We’ve been delighted by our average rating over the year of 4.73 (out of five), however it’s the learning trajectory we’ve benefitted from most. By contacting those customers scoring a lower rating, we have learned and implemented ways of improving the service further,’ commented Support and Testing Manager, Melvin Lindsay.
Christopher Jones, South Wales Police said, ‘I am always satisfied with all Aligned Assets support, they’re always willing to go the extra mile to resolve an issue, thank you once again.’
In addition to a more efficient support system, our team has expanded to reflect our increasing customer base, and our drive to decrease case resolution time. In first line support, we have Mudasar Khan and Antoney Krishnasingham, and our second line support developer is Joel Benford, who is a Microsoft Certified Professional. Between them, they have over 6 years’ experience working with Aligned Assets products.
Customer feedback is critical to the development of all our products and services, so if you have anything to share, please do so to firstname.lastname@example.org