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Music Maestro Help Desk
Counterpoint has recently been restructuring the way the support is provided for users of Music Maestro. After an assessment period, during which we would welcome any feedback, we hope to copy the model onto the other PC-based systems.
Staff resourcing
The aim, which we are part way to fully implementing, is as follows:Dedicated staff will be working on the help desk to act as first line support and first point of contact for any support items. These support personnel will be trained on our systems and will log calls, liaise with the clients and answer questions and resolve problems where possible.
Dedicated second line support staff will also be available to provide support of a more technical nature and will work to complement the first line support staff. All emails, faxes and phones calls will come directly through to the help desk as opposed to individual consultants, who will be resourced to allow a fast turn-around on support issues.
New support tracking system
An extensive software system will be in place (it is currently being implemented) to track all helpdesk calls and further assist Counterpoint in providing a high quality support service. The benefits of this new system include:
- a fully auditable log of all support items with a complete history of all correspondence
- a database of Frequently Asked Questions on our systems, which will not only provide quick solutions via our help desk, but will in the near future be published on our web site.
- users with maintenance contracts will be able to log on, type in a question and see if a ready made answer or solution exists, thereby receiving support without having to pick up the phone or type an email.
- the facility to give users access to their account details and current outstanding items and correspondence history over the web.
- similarly, users with maintenance contracts will be able to log on to the relevant page on our web site and access all of this information for their account.
