SUPPORT
The Persol Customer Support System is a tool to enable Persol efficiently track performance of applications deployed on client systems and deal appropriately with all related issues. Specifically, the system should make it possible to
- Capture client incidents i.e. provide the ability to record every single incident (such as error, bug, crash etc) within applications in use by client. Communication medium: web, phone, email.
- Provide online solutions (i.e. FAQ, patches, fixes, downloads, how-tos and announcements) to application-related problems for the benefit of clients and partners. Communication medium: web, phone.
- Track Persol’s performance in solving client problems.
- Build an information resource for clients and partners.
- Track product quality.
- Help clients to use the right channel in getting their problems solved and discouraging them from contacting developers directly.
- Facilitate documentation of problems faced by users of the application and solutions to these problems.
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