This year, inspHire begun implementing a global programme to improve our customer service and support. The intention of this programme is to allow simple and easy access to our service for our customers, whilst also improving the overall quality.
To ensure we rollout these improvements to our service, we have changed the structure of our support teams. The first step of this move has been the implementation of a new Service Delivery Director role. Having been appointed in July 2021, Ken Hughes, inspHire’s Service Delivery Director, has overseen and continues to lead the global improvements programme and develop our customer service to always meet the needs of our users.
As of Monday 5th September, inspHire's new customer support portal will be live for all users across the globe. This new tool will be used to provide an updated and improved customer portal offering self-service functionality, including logging and managing customer Incidents and Requests.
Why is this happening? This new platform will deliver additional capability for our customer service and support teams. The intention of this is to simplify how you can engage with our Support teams, whilst also improving the overall quality and speed of response.
What do you need to do?
Each customer organisation has been assigned pre-approved individuals who can log tickets via the new portal. These people have all received accounts prior to the portal launch. If you think you should be an approved user, then check your inbox and spam mail folders for a mail from KCS Support entitled “Your Credentials for the KCS Support Customer Portal". If you haven’t received credentials, then please contact a colleague who has received login details. That individual will also have received instructions on how to raise a request for adding people to the approved users list.
What should you expect?
The new portal will give you much better access support services 24/7 should you need them. This includes:
- Logging tickets – using our new form and ticket logging template
- Monitoring ticket progress – you no longer need to contact inspHire to get updates on your tickets
- Getting updates on all tickets for your business - not just ones that you raised
- User guides - for the portal and any other inspHire services
- Updates – the latest versions of software will be available to licenced users
Another development has been the rollout of the new customer handbook. The handbook is a step-by-step guide for our customers to explain the support they receive as part of their contract with inspHire. Specifically, the handbook will explain how:
- To engage with inspHire support for Incidents and Requests
- Incidents and Requests are categorised by inspHire
- Categories and priorities affect the timescales in which contacts will be handled
- Software versions will affect the type of support that is available
Our team of experienced technical and application analysts can provide assistance with problems and queries relating directly to data processing, software operation, functionality or changes. We offer professional IT service desk support at whatever level your business needs to optimise efficiency across its operations.
Whether your issue relates directly to your business or is of a more technical nature, our expert team can break the problem down into more simple terms and fix it for you.
To find out more about our IT service desk support services, please visit our customer portal website or contact us today.