Support Centre Improvements

Published by Kim Hollamby on

Process improvement

Our parent company, Double First Ltd, puts customers first by improvements to the Support Centre

Process improvementThe company always seeks to make improvements to its operation. The vision is continually to provide industry leading management software and services which better inform the school, support education whilst engaging staff, parents and students.

As part of this vision, we want to ensure you receive the best possible support to maximise the use of your investment.

What’s changing?

During the first quarter of 2018 the company will be launching Microsoft Dynamics to replace a number of disparate internal softwares thereby bringing everything into one database. In effect, the ‘Engage’ equivalent to run Double First and all its regional offices on just one platform.

Support and Live Chat

One of the first areas Dynamics will improve significantly, is the Support Centre, not the least by the introduction a far better Live Chat solution.

Mike Taylor, Operations Director, says, “The new platform is currently in its final proving stages to go live mid-February. Live Chat has been thoroughly tested and is far, far superior to the previous system. To show how confident we are, Live Chat will be launched worldwide.

“The new platform will require customers to set up new support account details for their teams. We will, of course, be on hand to provide help to do this, if requested.”

Key highlights

Some of the highlights the platform is introducing during the first quarter of 2018 are:

  • Live chat will be significantly enhanced
  • A single place to view and manage support and report design requests
  • A Global users’ forum
  • A new and far better look and feel to the portal.

We will provide full details of what is required as we move through the process of introducing the new features, so please stay tuned for more information and look out for more news on this topic.

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