Border is enhancing how it provides support to ensure clients are maximising the potential of their investment in their CounterAct software.
Training and information sharing includes monthly webinars to highlight not only new items, but also areas of the system which customers often aren’t using to their full potential. Topics range from buying and supplier rebates, to CRM, and BarTender label printing. The webinars allow users to watch a demo of the system and then feedback or ask questions after the session has finished. The webinar is then loaded onto Border’s YouTube channel.
YouTube videos are also offered as a way of sharing the new releases and as an additional training aid. The videos for new releases highlight innovative areas within the system. Recorded webinars are put on the YouTube Channel as well as short online training tutorials.
To support the addition of the YouTube channel, Border has revised the ‘Help link’ on its graphical interface allowing it to be more intuitive. The new layout has a screen based help, quick reference guides and updates. Customers can search the ‘help link’ for topics or click from areas in the system and it will then take you to the relevant help page or direct you to contact support.
Border has also changed the way it handles customer calls and email enquiries. It has been testing a Jira Product called ‘Service Desk’ and plans to roll this out later in the year. This will improve communication with customers – keeping them better informed of progress for all enquiries.
Nick Thompson, Project Manager at Border commented: “The benefits of improved communication with our customers, giving them a better understanding of the software, with suitable training and support is proving invaluable for our clients. It ensures they are getting the maximum ROI from their software investment.”