Support Services - Online Support Tool

De Facto Support is constantly looking at ways to further improve the service we provide our customers. One of the major changes we have implemented recently is our new Online Support Tool.

From the latest version of de Facto S5, or a web browser, the customer is able to view all of their logged support/enhancement requests, what the status is, who is currently working on it, if De Facto is awaiting a response from the customer, etc. Additionally, the customer can raise new events and view ones that have been completed.

The site has been very well received by customers who have already taken advantage of using it, reducing the waiting time for responses to new support events.

The Online Support Tools offers many benefits to our customers compared with logging events by phone:

• Full traceability of what is happening to every event. De Facto customers will never have "I wonder if I logged it" or "Whatever happened to?" thoughts.
• Your calls are logged instantly, so the customer doesn’t have to wait for the information to be transposed into De Facto's event managing system.
• Fast, accurate logging of the exact problem as the customer wants it described.
• A quicker resolution to the problem.
• 24/7 online availability to review/log events.
• The ability to assign a priority to an event or to escalate an existing one.

There are also benefits for De Facto through this online tool, which in turn helps our customers:

• Reduced administration, which frees up more time for us to deal with the actual support events, leading to quicker issue resolutions.
• Helpdesk support staff are able to handle more events per day, whilst still ensuring highest service levels.

This web based support is the first phase of a strategy designed to improve the service we offer our customers through our use of technology. De Facto’s ultimate aim is to spend as much time as possible addressing and resolving customer issues.