3Squared launches new client aftersales service – 3Squared Support

26th September 2013

3Squared has this week launched its updated client maintenance service, 3Squared Support. The service allows clients to request changes to their existing website, software or application, as well as report any faults.

Clients are being supplied with login details to access the online support portal, which will allow them to log a virtual ticket. The portal will be available 24/7, with clients able to log details of the change or problem, upload images and pass feedback on to the designers and developers who worked on the original software.

The service has been developed to allow clients to quickly pass on information and minimise disruption to their own working day. Project Manager, Mark Jenkinson, said “Lots of our clients want minor changes making to their products on a fairly frequent basis, so the portal allows them to tell us what they need, without having to pick up the phone, or schedule a meeting.”

Bespoke software

Mark typing

He added “The vast majority of the software we create is bespoke to the client’s needs and is built to alert us if bugs or issues arise, meaning we often know of a problem before a client.  But the support portal just gives them that added piece of mind.’’

3Squared Managing Director, Tim Jones, is extremely happy with the result. “We are all very excited to launch 3Squared Support to our customers. Our business has grown in the last decade from a web developer into a full technology consultancy. We now offer a complete service and this is another way in which we add value for our clients. Feedback so far has been great and we are looking forward to more of our clients taking advantage of 3Squared Support.”

A basic version of the system has been trialled over the past year by some of 3Squared’s clients including AXA and Harsco, with lots of positive comments. Feedback from the trial has been used to create the latest version, with its major aim being to streamline the overall process of communicating with the team of designers and developers who originally worked on the project.

Free to use

The online service is free for clients to use, with any work carried out being charged on a per-task basis, or with the more popular support contract, which allows clients to submit an unlimited amount of support tickets for a fixed monthly fee.  Most work carried out for clients on a support contract is included in their monthly cost, as well as daily back-ups, software updates and quarterly performance reviews.

3Squared Support is available to all existing clients and in some cases, on software not developed by 3Squared.  All contracts come with a free iPad to make accessing the portal even easier.

 

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