Support : exceeding expectations in system delivery and customer support.
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CUSTOMER SUPPORT
We treat issues of support very seriously and accordingly dedicate resources appropriately for each project and implemntation we undertake. To ensure that our support matches the same high standards as our solutions we offer as standard policy on all our projects :
  • a dedicated project manager,
  • 24 x 7 x 365 access to our customer support portal,
  • Project Definition Document (PDD) accessible by both our staff & customers,
  • non-office hour support & monitoring where required on international projects.

ENSURING THE HIGHEST STANDARDS
Our staff are fully conversant with the Data Protection Act and operate within strict confidentiality and security guideleines. To assist with customer and product support we use comprehensive version control procedures for all software code development, upgrades and CRCs (Customer Requested Changes).

Where possible we encourage customers to host our solutions within their existing architectures and infrastructures so maintaining the same level of of system robustness and security as deployed for their other applications. This approach also ensures consistent backup, confidentiality and quality assurance procedures are followed. As part of each Project Definition Document we ask that customers consider business continuity planning and options.


CUSTOMER SATISFACTION

 

Bev Thorp, General Manager, Thorpete Associates
 

Thorpete Associates (www.thorpete.co.uk)

Thorpete Associates, an East Midlands-based gas service & maintenance contractor serving the RSL market, selected 'ServiceTrack' after spending 12 fruitless months attempting to implement a PDA based solution. ServiceTrack went live 6 weeks after order - that was in July 2006.

The nature of the on-going relationship between Thorpete and ResourceTrack has worked so well that this has now  has now been formalised into an 'IT-Partnership' arrangement.

Bev Thorp commented "Our expectations of ServiceTrack have been far exceeded. The benefits we have gained from the system are huge. We are now better informed, well organised and above all, more efficient."