HelpDesk Support Process

Service is our priority

Just as a hospital prioritises its patients in order of severity, FastTrack's support team addresses client issues in order of severity - in short, how it will impact upon your business, and the importance of the issue being resolved as quickly as possible.

From time to time we all need to wait for quality service or expertise – whether it be at the bank, the supermarket deli or, if we’re unlucky, the hospital emergency department. Some businesses do it better than others. We’ve all had the experience of being tied up on hold to a customer service centre, wondering whether to hang up but fearing that this will mean a wasted call and a lost place in the queue.

Phone support is great when you manage to get through to someone, but this is often a question of luck rather than the merit of your problem. In addition, the glut of calls and the inability to track, prioritise and adequately manage call centre-style support desks can leave clients feeling frustrated. Minor issues get dealt with in preference to critical ones, and some issues are lost entirely.

FastTrack Customer Service improves significantly upon this model of support. Clients log an issue by sending a simple email describing the problem. We log each issue carefully, assessing its severity and dealing with critical issues first. Our clients receive acknowledgement of their contact through the receipt of an incident number. This notifies them that the issue has been registered, assessed for severity and scheduled for investigation and potential rectification.

Just as a hospital prioritises its patients in order of severity, FastTrack’s support team addresses client issues in order of severity – in short, how it will impact upon your business, and the importance of the issue being resolved as quickly as possible.

Where expertise is required to solve a problem, a priority system, similar to a hospital triage system, is often the best and fairest way to deal with issues – because everyone understands the logic of the car accident patient being seen before the person with the ingrown toenail,” says Customer Service Director Phillip Collins.

While telephone-centric support desks can be a bit of a lottery, FastTrack’s support system is more accountable and predictable. FastTrack recommends that clients allocate a staff member as a single point of contact. This encourages clients to be self-reliant, improves efficiency – as queries are directed to this person in the first instance – and ultimately saves money.

To assist clients we produce a range of high quality product training manuals and technical documentation including FastTrack’s own Support Guide. “This guide sets out the incident management processes, the severity levels and how we prioritise against these,” says Phillip.

It’s important that our clients familiarise themselves with these severity levels in order to determine how their issue will be handled.”

In addition, with each product upgrade FastTrack releases a comprehensive What’s New Guide and technical guidelines. Often these include troubleshooting tips and FAQs to ensure that client staff members are adequately equipped to solve simple issues should they arise. These tools empower clients to get the most out of FastTrack and to use our products with confidence.

Featured article: ftp e-newsletter - November 2011