Committed to Five Star Support – New Support Software Promises Further Improvements

The Best Support In The Industry

We kick off 2017 with a new commitment to assist our customers with the best support in the industry and as part of this, we are introducing new support software to further streamline processes and improve our response.

Support is probably one of the last things on your mind when you are choosing a retail management system or EPOS software. It’s one of those difficult to quantify areas that you can only fully appreciate once you’ve had an issue to resolve or when you need further help with a feature or process. But it is important.

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We like to think that the quality of support we offer is one of the factors that completely differentiates Futura ERS from many of our competitors. Software and systems that won’t do what you want to do are no good to anybody. So we make service a priority with an experienced support team, quick to respond and dedicated to resolving your problems. 

The focus is on our speed of response, quality of training for all our engineers and a commitment to making the relationship work. We design, install and then support systems accordingly, to ensure your onward success.

New Support Software System Goes Live

Many of you already use the existing system to log support calls online and the new system, which goes live on Wednesday 1st February, will provide a similar experience, but with a range of improvements. If you are an existing user we will simply carry you forward to the new system, but look out for the new password for your account.

To find out more and get the most from the new system click on this handy Customer Hub Guide.

If you value support and you are not currently registered to log calls online, why not give the system a go? It’s simple to sign on, just email [email protected] to apply for an account. The interactive system lets you log your calls, enter details on your issues and track progress – anywhere, at any time. See the above guide for more information.

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Support Software Improvements

So, what’s new you ask? The new system is designed by Team Support a leader in online helpdesk solutions. Key features include better ticket management and improved communications – that means improved response times and it will also enable us to identify repeat issues and create relevant knowledgebase articles with tips and guides to common problems for you to access.

A new feature allows you to record screenshots when you log a call and to attach supporting documents. Adding greater detail in this way will speed up the process and allow us to resolve your issues faster.

Importantly the system will provide complete visibility so you can monitor the progress of your support call. You will receive email updates and can also separately request updates on the Customer Hub, or view details of the whole conversation in a log. For us, improved customer management means we can track issues, prioritise activity appropriately and monitor issues to deliver more personalised services.

  • Better ticket management
  • Improved communications
  • Better customer management
  • Higher level reporting
  • Use of Knowledgebase

We know that flexibility is important too. So don’t forget we are always happy to log support calls by phone and at Futura there will always be a human being to take your call. For further information or immediate help contact Futura Support today. Call 01189 841925 or email [email protected].

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