New Customer Support Options
As part of our 2024 evolution, we’ve launched a new support portal for our customers to use. Designed to make it as simple as possible to make us aware of any issues with photocopiers, phone systems or business mobiles, the support portal will also allow us to address them in a much more timely fashion. Oh, and it’s all backed by our award-winning DocuWare document management and automation solution.
Support Ticket System
All our managed print customers can report issues and errors with their equipment through the support portal by raising an MPS Support Ticket, whilst our business phone and mobile customers can report faults with their service or request temporary changes such as redirects by raising a Comms Support Ticket.
The support portal also allows for the download of software that could allow us to identify and resolve issues remotely. Splashtop is our software of choice for remotely accessing PCs at your location. A fast download at your end, run the software and provide us with the code it shows and we can quickly access your system and resolve some issues.
Benefits for Customers
The overall benefit for customers is speed. Tickets can be raised in just a couple of minutes, there’s no need to call us and give details over the phone, tickets are automatically routed to the right person at Keeley Travis and the right resolution assigned faster than before.
Communication is also improved. As a support ticket moves through our system customers are kept up to date with its status via email automatically. For example, if an engineer is assigned to do a site visit then the customer will receive an email immediately informing them what day and time they should expect the visit.
We will be looking to extend our support portal over the next 12 months and if you have any suggestions that you think will improve your experience of working with us then please do let us know and we’ll take a look.
If you have any issues with the current support option, again, let us know and we’ll see how we can make improvements. Finally, if you love the new options tell us. It’s nice to be nice, after all!