CLIENT AREA FOR EXISTING CLIENTS

Software & Hardware Call Logging
Our call logging service was introduced to provide an efficient method of tracking calls and follow good work practice. The purpose of our call logging procedure is to be more responsive to client’s needs and their own internal procedures. Once a call is logged we will deal with it as quickly as possible, ideally on the telephone, or alternatively passed to the relevant department to deal with. We will regularly use remote access to allow us to fix a problem without the need to visit a client site.

All calls will be monitored with critical events escalated; priority will be given to serious events such as server crashes, payroll queries, and all other calls will be reviewed and prioritised by a senior helpdesk operator. All calls will be responded to within the terms of a support contract.

Should clients wish to update a call or seek a progress report, having the call log number at hand will help the operator and improve the response time. It will also allow clients to keep track of any re-occurring calls or trends. It is important not to re-log a call that has already been logged, however additional information or queries relating to the original call can be updated by quoting the original call reference. We have now introduced a service to allow our clients to view the status of a call from our website. For more information on how to do this please click here. 

Call Logging Procedure
We have various ways in which you can log a support call with us:-

1. Email to logcall@tycom.co.uk - if you can include as much detail as possible about the problem, using attachments of screenshots etc where necessary. You will then be sent a unique Logcall reference number by return email and if possible a solution to the problem. If not a member of the helpdesk will call you back.

2. Phone to log a support call please call 01224 321545. If the helpdesk is busy, details of your problem will be taken by another member of staff who will pass your information to the call logging department and give you a unique Logcall reference number.

3. Fax - to log a support call by fax please send to 01224 311165. You will then be allocated a Logcall reference number which will be quoted to you when contacted by a member of the helpdesk team.

It is helpful if you keep a note of the logcall reference number and quote it when speaking to any member of staff about the call.

Account Management
We have an Account Management service to maintain client satisfaction and customer care. All our clients have their own Account Manager who acts as their main point of contact.

The purpose of Account Management is to provide regular meetings with clients to give them an opportunity to discuss their current and future position as well as to discuss any potential or real problems they are experiencing.

Customer Care
To compliment our Account Management service, we have a comprehensive customer care program to accompany our existing customer helpdesk service. Focusing on quality of service and response, we contact all our clients on a regular basis.

By delivering both of these services, this contributes to our on-going strategy to help exceed our clients’ expectations. If you have any comments or suggestions on how we might add to these services in order to deliver even better support to you, please do not hesitate to contact us.