Turn Your e-learning Support Into A Genuine Asset in Your Business
Far too many times support lets down the other vital aspects of IT solutions. This is your chance to take your support and turn it into the asset you need it to be, driving compliance, uptake and best practices.
Introducing IMTG’s e-learning Outsourced Support.
The buck stops with the Service Desk
Stay away from ‘vendor finger pointing.’ If other vendors are involved, we manage them for you so that you have a single point of contact, whose job it is to make sure that your staff are able to get the help they need quickly and easily so that they can get on with their jobs.
The person you speak to is the one who can help you and answer your questions. Far too often Level 1 support is just customer service. Which means they need to go and find out how to resolve your support ticket.
Our support desk has developers and system administers sitting next to each other so that they can handle any ticket quickly and completely.
With our outsourced support you get an empowered team, able to look after you from the application to the servers and the infrastructure to the network, the users’ PC, all the way inside the application code.
Focused On Results Not Process!
Believe it or not, most support teams are managed based on how many tickets they have or do not have. Unfortunately, for the users this is not what they care about — they are only concerned about having THEIR issue resolved as quickly as possible!
This is why we manage the support team based on how happy clients are and how well they help you, not how many tickets they have or not have. We don’t manage process, we manage for results, to you, every time.
Resolved To Your Satisfaction Every Time
The Service Desk won’t let the ticket go until it’s resolved. We have gone the extra mile many a times and the team is prepared to do this for you as well, “Whatever it takes to keep you happy” is their motto.
We track 100% of all requests logged with the Service Desk regardless of how you log them, by phone, email or the web. — Nothing goes missing, nothing falls through the cracks and there are no unsatisfied users.
What Do You Get?
Log your support tickets either by phone, email, or the web. You can customise support availability to suit your business.
Customise how your end users interact with support: Depending on your support plan you can deal with us via email to get answers to your questions, or call us for in-depth support or have us “virtually” take a seat next to you and guide you through what you are trying to get done until it’s done.
No levels of support, no 1,2,3 back to one and around it goes… every person on the Service Desk is trained and able to help you. If they need others to assist they will do that but they will own the issue until it is resolved. We don’t use order takers (aka level 1) to deal with high volumes.
No call centres: The team is our own staff and they are there to assist you, period. They don’t have to wear other hats as well. In order to keep response times low and resolve queries fast, we maintain a very small ratio of Service Desk analysts to clients, because we like it best that way, to keep things close and connected.
Choose From Three available packages:
Silver: Receive support via email to all of your queries and requests
Gold: Your support tickets are responded to either by Email or Phone depending on what the support request asks for.
Platinum: Your support tickets are responded to either by Email or Phone or Using an interactive screen share (“virtually sitting next to the client looking over their shoulder”) depending on what the support request asks for.
VIP add-on: You Get everything for your package along with ‘done for you’ admin (e.g. add users to courses, create courses, configure / customise settings in the application etc). This is like having your own admin at your disposal when you need them, without the overheads.
Purchase The Level Of Support You Need!
We won’t charge you by the user. Contrary to popular belief the number of hours of support you need is not directly linked to the number of users. So when we support an application we agree the number of hours you’ll may use. And we bill in 15 minute increments — unlike other support services who bill in 30 minute increments or more. A much better return on investment — at least twice the number of interactions for the same investment when compared to the industry norm.
We know that not every month is created equal so we don’t hang up on you once you’ve used your ‘hours’ for the month. We continue to handle support request as normal even when your monthly quota is used up.
Customise Your Support To Suit Your Business
At IMTG we understand that support is not a one size fits all affair.
On top of customising your level of support and the number of hours of support you get each month you can also:-
Get Extended Support Availability.
For some of our clients support from 9-5 AEST is sufficient but it is also possible to expand support to more suitable times to suit you. Clients operating across multiple time zones may have a need for 7 to 7 and for Global operations and scaling we are able to offer 247, 365 support.
Get Your Support Cases Answered First.
Platinum level support package users have access to ‘priority phone and email line’ so that their support request are always treated as priority and handled ASAP. With a guaranteed response time so that you know exactly when we will get back to you.
Access to our e-learning support knowledge base
We are continually adding articles related to best practices for e-learning. With access to our shared library you can search for articles of interest to help you use, manage or operate your e-learning system. Or should you be unable to find a topic of interest you can put in an article request and we will take care of it for you.
At IMTG we run periodic open training sessions for our e-learning support clients
Gold and Platinum clients are able to gain priority access for events, training sessions and hands-on learning labs. Gold Support clients receive substantial discounts for any on-site training sessions conducted by IMTG e-learning software trainers. Platinum level clients are guaranteed a seat to any one of our live events and they are notified before the other support classes and before the general public.
At the end of the Week or Month — as you need them, IMTG can run reports on your behalf and distribute them as needed.
Reports could include frequency, types of tickets, system reporting, student usage reporting. We can provide you with the reports you need in order to better manage your business without the hassle of trying to run them yourself.
If you would like to find out how much time, money and man-power you can save in supporting your moodle-based e-learning system, request an e-learning Executive Review today by calling the IMTG headoffice on +61(2) 8208 7007 between 9am-5pm AEST Monday to Friday, or you can emails us anytime at [email protected]