New Web-Based Support System Introduced

Outstanding Support from Aareon UK

Most organisations rate support high among their list of priorities from a software supplier. Aareon UK Limited has established an unrivalled centre of excellence at it’s Swansea Offices, for supporting the computer installations of its’ customers. Aareon’s support team are able to respond to end users problems, technical and installation support requests together with consultancy and planning requirements.

High levels of communication are important to ensure all Aareon’s customers are obtaining the maximum advantage from QL Housing and it’s range of products. All customers benefit from a high standard of support back up, and Aareon has among the best support statistics in the industry.

In February 2008, the service resolution was 91.68%, the highest it has ever been. With almost all of the calls reported during the month being resolved; either identified as a software fault,resolution provided (awaiting customer confirmation of closure) or the call was closed.

When you call the Aareon helpdesk, you can be assured of a friendly, quick and efficient response. Regular surveys of the QL user base tell us that our helpdesk gives an excellent level of service.

Customer Satisfaction a Priority

Aareon’s support department is staffed by a number of highly qualified analysts and technicians working on a rota basis throughout the working day to ensure that customers can reach a member of the support team at any time. They are all fully trained and experienced in the real world operation of the supported applications software. Aareon’s network of hardware hosts and peripherals ensure that the reported problems can be readily replicated within the Aareon working environment thereby ensuring that customers receive the optimum service. In many cases Aareon can access their text retrieval database to draw easily on other users’ experience to compare symptoms.

Aareon’s team of staff are able to draw on their experiences from dealing with customers, potential customers and consultants to ensure that Aareon has a rounded view of how their support services can continue to provide the most benefit to their customers.

Following feedback from QL customers the support service at Aareon has been further enhanced through the addition of a customer support area on the Aareon UK Website, where you can review existing helpdesk calls and log on to the knowledge base.

These changes have been implemented to provide better clarification of the status of the call from a customer perspective.

Bob Kelsey, IT Manager at Cosmopolitan Housing Group said

“I am impressed with the format of the new call message, it is a lot more user friendly”

A New Approach

Aareon are encouraging their customers to be more interactive, using the Web Support System rather than contacting the helpdesk staff by phone to;

• Raise and chase calls to find the status
• Update calls, providing information via the web
• Identify release version for software fixes
• Close calls via the web once problem has been resolved or software fix provided.

Nicola Dickenson, Customer Service Manager, Aareon UK Limited said of the web-based support system;

“Customer responses so far have been positive with increased activity of the QL Web Support system and a clearer understanding of activity for both Aareon and our Customers”

For more information on Aareon UK Limited or any of the QL Product Range Please call 02476 507507 or email; ukadmin@aareon.com