Transport technology and telematics company Microlise has successfully completed the rollout of a new cloud-based support tool to deliver an even better customer service capability to its growing customer base.
The deployment is part of a strategic investment in Microlise’s service management function and has replaced legacy incident logging tools with a fully ITIL aligned service management system. ITIL is a set of detailed practices for IT service management that focuses on aligning IT services with the needs of business.
Microlise has also increased the size of its customer service team with the addition of ITIL aligned problem management, tier 3 support and change management. The problem management team’s objective is to identify and address the root cause of incidents to mitigate future problems, Tier 3 provide an extra level of technical knowledge and change management protect the business from unauthorised alterations which could impact customers.
The new support tool also delivers new functionality for Microlise customers. A self-serve portal enables incidents and service requests to be logged directly; a web chat facility improves communication and customers also gain access to a library of quick-fix articles.
“The rollout is immediately helping us to deliver world-class support capabilities faster and with improved communication,” said Jackie Mitchell, Microlise Director of Customer Service. “The new tool is helping us to put our customers at the heart of the decisions we make, and to fundamentally improve our service provision. It ensures that every interaction between the customer and Microlise is measured, and that we can deliver a prompt, comprehensive and consistent service.”
Streamlined processes and greater visibility of performance are already helping Microlise to deliver on its service level agreements, while IT processes are being established to best meet customer and business demands.
“The expansion of the support team is an integral part of our plan to deliver the very best services for all of our customers,” said Nadeem Raza, Microlise Chief Executive Officer. “Not only are we investing in new technology, we’ve also brought new expertise into the business, and have the evolution and continued improvement of the support function as a top priority.”
Microlise will roll-out additional functionality and service elements over the coming months. Customers wishing to find out more should email firstname.lastname@example.org.
Microlise telematics and proof of delivery solutions help its customers reduce costs and the environmental impact of their fleet operations. This is achieved by maximising vehicle utilisation, increasing operational efficiency and improving economy and safety; whilst helping to deliver the very best customer experience by providing real-time visibility of the fleet against schedule.
A privately owned business based in Nottingham in the UK, Microlise invests significantly in research and development annually to ensure its solutions continue to be underpinned by market-leading technology. For more information, please visit http://www.microlise.com/ or follow us on Twitter – @microlise.