At its recent customer user meetings, Border Merchant Systems announced significant improvements to its customer support offering.
Border’s commitment to customer service includes the introduction of a new and interactive user website for its CounterAct user base. Customers can now go on-line and log new calls, see the progress on outstanding calls and update them if necessary. The user website system links directly to Border’s internal call logging system, making it the quickest way to log a new call. The company also extensively uses screen share software for training and problem solving purposes.
Border has also invested in growing its customer support team. This includes the addition of a new Training and Project Management Executive, Nick Thompson. Nick will help to improve the training offering to both new and existing users. His background is in project implementation and training in manufacturing.
Becky Harrison has joined the team as Technical Administrator and will improve the call logging process and general administration of the department. Christo Kotze has been appointed to assist in Technical Services and will provide specific technical support for issues relating to hardware and DB Form document design.
Border support has implemented a KPI target of over 90% of customer logged calls being responded to within 4 hours, and is well on target to achieve this.
Felicity Greenman, Training and Support Manager at Border Merchants, said; “There has been a lot of development both at Border and with CounterAct Software over the last 12 months and we are determined to maintain momentum. Border has always had an outstanding reputation for customer service, and we constantly review how we can be more proactive and resourceful to provide a better service to our customers”.