Written by Phil Wiles, Client Services Director
Over the next few weeks, the support team at CaseWare UK will be migrating to a new support ticketing system. Considerable work has been undertaken by Lindsay Rogers and her team to configure and implement the system to ensure we are well equipped to deliver a higher level of customer service. The new system is being deployed to bring benefits to both the team at CWUK and also our customers.
Internally, we will have much improved and more efficient workflows for dealing with the variety of support cases that land every day. Externally, we want to give our customers an enhanced experience where you can log tickets directly into the system through a customer portal and also track your tickets through to resolution. The system will also introduce a new KnowledgeBase which is coupled to the ticket logging process to help you find the relevant information and solutions quicker. The present telephone support service remains unchanged, but that also benefits from the new ticketing system to ensure your enquiry is matched to the correct specialist team member as quickly as possible.
As we go live, we shall endeavour to keep any disruption to a minimum, but as with any new system there may be a few wrinkles to iron out and we ask in advance for your patience in the event there are any unforeseen delays to service.
We are now in the final stages of configuring and testing the system and anticipate going live in latter part of March. The first stage will see the Support team using the software and building experience behind the scenes. Once we are happy the internal system is operating effectively, we shall then be in a position to go live with the customer support portal, so look out for future communications!