IPS Support

Support for IPS is provided through our web-based customer support system and our usual support desk. While the support desk is manned Monday to Friday, 9.00am to 5.30pm, the web-based customer support system allows customers to log their support issues 24/7 and monitor progress in resolving the issue.

There are a number of benefits of this method:

• 24 hour access to the support system
• Ability to review progress e.g. Who is dealing with my problem? What is the current status? (This information is displayed in the ‘History’ tab).
• Ability to contribute to the resolution – interactively.
• The customer can confirm the resolution before the call is closed off.
• Lessons learned from the support call can be retained in the main Knowledge Base and also in the customer’s own Knowledge Base area. Thus, for example, the steps required to resolve an issue can be reviewed at a later date if a similar issue arises.

The example screens below shows how a typical call is logged and progressed.

At key stages of the process, an e-mail is sent to the customer and the support person responsible for resolving the issue.

Clients can also upload sample documents to the website where these assist the support department in understanding the problem.

As the call progresses, a history of actions taken (when, and by whom) is maintained.

In many cases we can dial in remotely to client sites and even assume ‘virtual control’ of a client PC which can be useful in allowing the client to demonstrate their problem and our support staff to work through the resolution as the customer watches.

Turnkey is justly proud of our team, providing our IPS clients with a high level of support and a clear view of the progress being made.