The Reapit Service Desk Portal began pilot in August 2018 to provide our customers with 24/7 capability to log, view and chase cases, from anywhere, and at any time. This Self-Serve functionality means that we can replace traditional email chains and consolidate case management to allocate more resources towards improving our overall service. The Portal, supplemented with hundreds of Knowledge Base articles, will enable a quicker and more accurate turnaround, so the client can get on with their work.
New features, amazing benefits
Ahead of a complete switch-over to be completed in the summer, almost 50 of our customers have created accounts on the new Portal. It’s not hard to see why with these added improvements to enhance our support structure:
1) Provides 24/7 ability to log, view and chase your cases
2) Replaces standard email chains to consolidate case management and drive response efficiency
3) Key updates to cases are also communicated via email for maximum response coverage
4) Structured logging of cases enables us to respond more quickly and accurately
5) Access to Self-Serve FAQs and relevant articles in Knowledge Base for faster fulfilment
6) Online notification page outside of RPS that keeps updates front and centre.
The Portal is tailored towards an organic development programme whereupon the Reapit support team are constantly creating new articles and updating existing ones in response to customer queries or incidents that get logged. These can then be presented back to the user or used internally. With each query that comes in, we develop a stronger, more efficient response programme that means our customers can receive a direct response to their self-serve queries in record time – and if we discover an issue first, we can raise awareness about it on the Portal to inform users before they log a ticket. Since launching the Portal, over 10,000 queries and requests have been created and resolved.
Step through our Portal today for next-gen support
The Reapit Service Desk Portal is already active and available for our customers to Self-Serve their queries and access an expanding archive numbering hundreds of Knowledge Base articles. Many of our customers have already moved over, and if you’ve haven’t then the perfect time is now. Ahead of our planned Summer switch over we are asking all our customers who haven’t made the jump to sign-up voluntarily. If you would like to switch over now, please get in touch with your Customer Success Manager.
“The attention to detail and preparedness to listen to clients is second to none. In addition, the support is just that – there is real depth there and if they say they’re going to do something they will – very refreshing!”
Greenslade Taylor Hunt