Support Services

Intelligent Office now has 6000 + users and this is continuing to grow month on month. We also release new exciting enhancements regularly (typically every quarter) and continue to get great feedback from our users on ways to improve our system.

The result of continuing evolution of the Intelligent Office system means that we are always looking to introduce efficiencies which will ensure that our users are always using the latest and greatest version of the system.

Over 60% of all telephone support queries received by IntelliFlo are training related, and the answers are often already detailed in the online help files written to assist our users or are covered in one of the many training courses we offer. These training enquiries result in reduced availability of technical support team to deal with either technical or other issues preventing users from continuing to work on Intelligent Office and so in the summer of 2009 we introduced our Training Line. This is where a qualified trainer is available to call users back and run through training queries where the online help files have perhaps not sufficed due to the complexity or bespoke nature of the training query. This has allowed the Support Team to focus on any technical issues and reduce resolution times (as depicted in the graph below.)

Users are also encouraged to indicate in the description of the query whether they would like a telephone call back to discuss the case, as we understand that it is sometimes easier to explain things when talking to someone.

The on-line case logging process has the following advantages:

• Logging cases via the web form allows the user to continue working while the query is investigated, rather than being kept on hold on the phone
• Cases logged through the web are visible to entire team (and more) for input into the solution; calls get addressed by just one person
• Web cases can be assigned to the most appropriate person; this may not be the person available on the phone
• This process frees support staff to take calls for urgent cases, such as locked accounts and access problems
• These queries are logged in the user’s own words, not the interpretation of the person taking a call
• Web cases receive an instant automatic case reference number via e-mail for the users own reference for any future correspondence
• Requesting a telephone call-back as part of the case query, rather than calling in direct, gives the case assignee an opportunity to carry out some initial investigation before calling and will result in a more productive call and earlier resolution
  

As Intelligent Office continues to evolve based on user feedback, we are also keen to hear feedback from our users on our support services to ensure we continue to evolve these too.

“It makes a pleasant change to see such a fast and positive response; most companies are at least a year behind with any changes!” Gavin Southwell - Bronsens Financial Services Ltd

“I would also like to say that the Help menu on IntelliFlo is superb, the directions and instructions are concise and it has saved the day many times, I haven’t yet had to use the Support Link because the Help menu has been so good, congratulations to the team behind it.” Stevie Cunningham-OMG Financial Planning

“I’d like to mention, Linda Wicks was very helpful setting up the EDI statements for commissions. She explained how to set up and responded quickly to any email queries.” Tracey Dennison-Asset Wealth Management LLP

Related Links

• Contact us
• Latest Release Document
• IntelliFlo E-Magazine