Support Management

In 2005, Castle decided to invest in a new support management system. We chose HEAT because it is built on more than a decade of service management experience, it is an award-winning product and it provides an integrated capability to handle all of the components of the Support Castle provides.

It is important to us that the tools we use to improve customer satisfaction and that they enable us to provide a measured constant improvement to our support service.

We believe that HEAT does this through its Knowledge Management capabilities, its call logging and Service Level management functionality and when combined with Vision Reporting, its ability to monitor live performance metrics.

The Customer Benefits are:

• Incoming Calls are instantly logged.
• Customer details, product configurations and service levels are confirmed.
• The clock starts ticking, providing an alarm call to the Service Desk Team to ensure service levels aren't breached.
• The knowledge base is searched for known issues, the result is automatically updated in the database and communicated to the customer by the Service Desk Team.
• Before the call is classified as being "resolved", the customer is contacted to ensure they are satisfied.
• Key Performance Indicators (KPIs) are regularly monitored to ensure continuous improvement of service quality.
• Drilldown of the summary figures enables detailed analysis of the results.

Excellent tools can't be the whole story though. They aren't much use without excellent people to use them. Castle has implemented a graduate training programme which develops some of the brightest sparks from our best universities. Our Service Desk is also staffed by Castle's most experienced Applications and Technical consultants, as we believe that experience gained from working on our client's sites on implementation projects and experience gained from dealing with day-to-day user issues are mutually beneficial in continually improving skills and knowledge.

All of this means that the Support service that our customers receive is among the best in the industry.