To manage the inherent complexity within the business we have developed two databases that manage our client base. Because they are designed and maintained in house, we are constantly striving to develop them further as a result of client feedback and our own ideas for enhancing service.
The Support Desk ticketing system which links into the main client database allows clients to email or call in with an issue and receive a reference log immediately. Tickets are sometimes classified with degrees of urgency, but if entered onto the system as “non urgent”, naturally rise in priority as time passes with triggered reminders being sent to the engineer assigned to the job (and their manager) on a regular basis to keep them on their toes!
The main client database stores all client information including administrative, user and technical related data to hardware and software licensing material through to all client quotes, orders and invoices. Much of this information is available via our client login extranet giving our customers the ability to raise jobs themselves, view all current and historic job history and download at their convenience previous quotes and invoices. The database is constantly being updated, not only by the engineers, but it also automatically through its polling to each and every client site once every 24hrs to update the audit sections with any changes to hardware, software and licensing.
