Impatex introduces new support system for Customs Manager users.
A new support system which focuses on five main features has been introduced for users of Customs Manager software from Impatex, a provider of customs processing software in the UK.
A remote support facility allows a user to authorise Impatex support staff to access the user's system securely - staff can access any terminal within the customer's system and replicate screens to help resolve problems.
A Support Ticket is allocated to all support requests and a full reporting log is started, listing all events through to resolution and enabling different support staff to cover the case. The time taken to resolve cases is monitored and the data collected is used to generate data reports on overall performance.
A dedicated Knowledge Base has been introduced by Impatex to collect data on problems and resolutions and hold details of CHIEF and community errors. The on-screen Help and Demo facilities have also been updated to include more screenshots, guides and rolling demos, in order to reduce the number of calls received and to act as a training tool for new staff.
In addition, Download Manager reports any system updates which have not been loaded - it is now able to auto-update the Customs tariff and exchange currencies, countries and rates without the need for users to log-out.
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|Publication:||Worldwide Computer Products News|
|Article Type:||Brief Article|
|Date:||Dec 19, 2005|
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