As you may have heard at our customer day we are making important changes to our support structure in order to develop and expand the support experience. In recent months we introduced 24/7 Support which has been a great success with many of our customers utilising support outside the standard office hours in the UK. Our next phase of this can be outlined in three main points.
Restructure
The first of which is an internal restructure of the entire support department. Since joining the JobLogic family, we are now utilising their vastly experienced support team along with our own to reduce call wait times and provide you with a quicker and more efficient support service. Whilst we are in the initial stages of this roll out this new process is intended to reduce the time you have to wait in the phone queues whilst also reducing the time taken on these queries too.
Integrating the resources of both companies has meant we have introduced this funneling system that means we’re working to get your calls answered as quickly as possible. Whilst our new colleagues are still in the infancy of their Protean journey, they are well experienced in the industry and are developing the skills to respond to common and frequent queries in the first instance but for anything beyond this, these tickets are then logged and passed immediately to our 1st line team who will then have the added resource to respond and investigate your queries and issues.
Whilst this may seem initially very different to the processes and staff you are used to, the aim is to funnel queries in order of complexity so they are more efficiently allocated and dealt with. Simple and easy queries and requests will be answered immediately while longer and more involved queries will go immediately to staff who are focused on more involved requests.
We’re also investing great resource into our internal processes and training to upskill our staff both UK and Pakistan based to build upon the array of experience that our colleagues hold between us with the hope that collectively we can offer our customers a simple and easy support experience.
We understand how dependable our support department is in helping your business function and grow and so we have instilled a culture of politeness and courtesy from our staff and expect the same in return. Our new colleagues and staff share all the same company values you have come to expect and so we hope you can bear with us whilst we enhance and adjust to our new methods of helping you.
LogMeIn123
The second biggest change is to the more technical elements of our support process. We are now adjusting our remote access tools to offer a more robust remote access tool. LogMeIn Rescue is a globally used remote access tool that can be used to quickly gain remote access to help and guide you through support queries. LogMeIn Rescue is quick and effortless which will help us help you quicker. This is now built directly into our support website you may notice the remote connection process change a little. You may also need to liaise with your IT infrastructure to whitelist logmein123.com. Rest assured this is following due consideration as to the best remote tools available to help support our customers. Fore more details on this great new tool, please see the below link:
Zero Tier
Finally, the third and perhaps most important tool we are rolling out is the Zero Tier support connector tool. Zero Tier provides us with a highly encrypted and secure network that our staff will use to access your server allowing us to provide instant support where required but also allow us to provide proactive and preventative support to overcome issues before they arise. Through its various security protocols, we will rid the need for complex connection methods whilst upholding and in many causes increasing the security surrounding your network and data. In future, this will also allow us to easily upgrade your Protean versions to the latest releases to sure you are up to date with minimal downtime. Respectively, you may need to inform your IT company/infrastructure about this change as we will need to liaise with them to carry out the installations. If you have any queries or concerns regarding this, or if you’d like to opt out of this, please email support@proteansoftware.co.uk.
It is worth noting that whilst it is entirely your choice to opt out of this service, this will impact our response times and SLA’s. We will not be able to provide support as quickly or efficiently as we would hope to without use of this tool. For more details on this tool, please see the below link: https://www.zerotier.com/features/