With the addition of Hannah to the support team, the attention and response times on our support tickets is now better than ever.

Last month Hannah broke the Claromentis record for ticket closures in a single month, smashing the previous record by 9 tickets. And despite only joining us 2 months ago, Hannah already looks set to be a strong contender this years “Top closer of the year” award.

In addition to that; even the best efforts of some of our biggest clients to swamp us with tickets is no match for the strengthening within our team. The Claromentis support team continues to knock-down the total number of outstanding support requests which has seen a steady decline from the start of the year. We are currently at our lowest figure of outstanding tickets for the last 3 years!!!

I firmly believe this is a result of great team work, mutual respect and good communication. The team effort has been outstanding, and the support/backing from the Dev and Design Teams has been second to none.

Long may this continue!!

Services discover, record breaking, support

With the ongoing acceleration in the growth of our global intranet client base it is great to see that Claromentis support continues to evolve under Anthony’s guidance to provide a solid, technical and customer facing service that delivers a great service to all of our customers, whatever the nature of their request.

The support portal – ‘Discover Claromentis’ – has been relaunched with a much more appropriate design, and more importantly a very clear separation between Support Requests, Change requests and enhancement ideas.

The Claromentis support portal - Discover

As a sales an marketing person I will leave the technical team to discuss the details, but here is what I really like:

1. The separation between Support requests, Change requests and Suggestions/Enhancements is very clear.

2. Meet the team – our clients build strong relationships with the people that provide such a great technical intranet support service – so why not get to know them?

3. Latest tips and online help – Claromentis is a massive system and we all exchange best practice ideas every day – it is great that we provide a forum for the exchange of ideas and innovative thoughts on the best ways to use the system.

Of course it is all built in Claromentis – Process Manager ( InfoCapture ) builds the ticketing system and Discover itself is completely a Claromentis system.

4. I also like the simple graphical dashboard. We are continually providing intranet KPI systems to our clients – and it is good to see that we implement the same for our own clients.

Our clients are already providing great feedback on the increase we have made to our support team, and the new look Claromentis intranet support portal confirms the effort we are making and the increased clarity in our intranet support services.

Intranet-Extranet, Services intranet software, support

It is always great when clients appreciate your work – but even more so when they send you a crate of Beer Lao to let you know!

Today Albany surprised us with exactly that to acknowledge the hard work the support team have put in recently for them, so thanks to Howard and the IT team at Albany, and here’s Julian about to consume the first one..

Cheers Albany!

Just don’t ask him for anything too technical later today!

Services client appreciation, support