- AMCS Group start the roll-out of their new and improved Customer Support Portal which will be available for all AMCS customers in multiple languages
- Next-generation customer experience provides 24/7 full case management with a customisable customer dashboard view of support cases
- Customers can pull reports on their open/closed cases with AMCS Group based on a series of preset filters and real-time case metrics
- The new customer support portal, on request, has a billing section with information about customer billing
- Global Customer Support teams, based across the world, have the expertise and tools to enable engineers to track, update and resolve cases promptly
- AMCS support engineers are highly qualified and experienced and undergo continuous product training, education and organisational support
- AMCS is ISO9001 certified and in the process of obtaining a SOC 1 Type 2 accreditation, assuring customers in the quality of controls, processes and systems
Extremely user-friendly & customer dashboard
The new dedicated AMCS Customer Support Portal is a self-service support tool for AMCS customers to manage support cases and view case metrics. With this, it provides customers with the most convenient way to submit, track and update support cases, Ciara Barrett explains. The new AMCS Customer Support Portal has a smart design, and, because of its intuitive user interface, it is incredibly user-friendly. “All the information for customer enquiries and cases are available for that specific customer through a dashboard. The dashboard has a greatly improved multi-colour visualisation which gives a clear overview of all customer cases”.
After logging in with one click, the user can easily create a case and look into all the outstanding enquiries. This is a significant improvement compared to the previous generation of AMCS' customer support portal, according to the explanation of Ciara Barrett who, with an experienced international team of product developers, worked on the ‘next-generation customer support experience’. “Customers can log into the Customer Support Portal and instantly create a case. The customer dashboard is showing the complete overview on just one screen, like the number of open cases and the cases closed by a period”, she points out.
Status enquiries available any time 24/7
On the customer dashboard cases are categorised, she continues. “For instance, by priority, backlog time and backlog status; what cases are with AMCS global customer support and what cases are with the customer itself. The AMCS support team have gone back to the customer, for instance asking for more information, after which the status of the enquiry is back to the customer. But the dashboard also shows the response time, which, depending on the priority of an enquiry indicates how quickly AMCS customer support responded to the customer.”
In addition to better visibility through the customer dashboard, the new customer support portal also provides the possibility to export reports for their end-customers based on a series of preset filters. “Customers can, for instance, filter on all open cases in priority three and export the data into an excel spreadsheet”, Barrett gives as an example. According to her, providing the possibility to pull down customer response reports is one of the other significant benefits of the new Customer Support Portal. “This feature greatly improves the service our customers can provide their end-users with up-to-date information enabling them to act on the status of the enquiry.”
