Its been a busy week at Ufindus
Well so far this week I have spent from Sunday through to Tuesday afternoon in Glasgow attending the Iomart group Board Meeting and doing some work on our Netintelligence division then it was a quick dash back to Lancaster to check up on the progress of QAD, our new and very sophisticated support system.
Work is going along great and I was able to run through a test which worked on most functions. Launch has been delayed until 5th February due to staff relocation so actually we have a little more time now. We have decided to use that time to build some more enhanced functionality into the system that was planned to be introduced later down the development road.
One of the exciting features about QAD is that we are making one person responsible for any customer support case. Now in a perfect world the agent would know the answer to every question and we wouldn't need to ask others to help out in fixing problems, but we all know it isn't a perfect world.
At Ufindus we have come up with a system that makes just one person responsible for a customers case and the case always remains with them. The agent can however pass on certain sub jobs to others to fix for him but the overall responsibility will always return to the person our customer knows they are dealing with. That's just one point of contact at Ufindus for any customer asking for something to be resolved.
Secondly we have created a service reception that means little or no waiting in a queue to speak to an agent. The Ufindus service reception opens a case for our customer and gives the customer an estimated call back time. Once the case is opened, the customer is given a number to call to speak directly with the agent if they are not on the phone. Yes that means direct contact with just one person. It truly will change the way people get support from Ufindus and will be a world apart from the majority of call centres.
To achieve all this we have developed, in-house, in just two weeks so far, a truly excellent support tracking application that will be rolled out across our offices during the first quarter of this year. We are confident it will completely change the experience of calling Ufindus to one that customers do not expect when calling large organisations such as us.
Work is going along great and I was able to run through a test which worked on most functions. Launch has been delayed until 5th February due to staff relocation so actually we have a little more time now. We have decided to use that time to build some more enhanced functionality into the system that was planned to be introduced later down the development road.
One of the exciting features about QAD is that we are making one person responsible for any customer support case. Now in a perfect world the agent would know the answer to every question and we wouldn't need to ask others to help out in fixing problems, but we all know it isn't a perfect world.
At Ufindus we have come up with a system that makes just one person responsible for a customers case and the case always remains with them. The agent can however pass on certain sub jobs to others to fix for him but the overall responsibility will always return to the person our customer knows they are dealing with. That's just one point of contact at Ufindus for any customer asking for something to be resolved.
Secondly we have created a service reception that means little or no waiting in a queue to speak to an agent. The Ufindus service reception opens a case for our customer and gives the customer an estimated call back time. Once the case is opened, the customer is given a number to call to speak directly with the agent if they are not on the phone. Yes that means direct contact with just one person. It truly will change the way people get support from Ufindus and will be a world apart from the majority of call centres.
To achieve all this we have developed, in-house, in just two weeks so far, a truly excellent support tracking application that will be rolled out across our offices during the first quarter of this year. We are confident it will completely change the experience of calling Ufindus to one that customers do not expect when calling large organisations such as us.
posted by Stuart Forrest at
16:01
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