All support calls received are immediately logged into a database and allocated a call log number (CLN). The CLN is unique to that call and may be used to follow up the call should the client need to contact the Helpdesk in relation to the enquiry.
To assist CML Software’s Helpdesk in processing the item clients are requested to ensure that full details of the issue are made available.
To ensure that no call is left open indefinitely, reports are generated from the support call database and reviewed regularly to ensure a high level of service is maintained. The reports may also form part of the regular account management meetings held with all clients. Analysis of the support database enables CML Software to identify upgrade requirements and/or areas where additional training may be required.
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