Delivering superior customer service is a key ingredient to maintaining Conlog’s customer relationships. Providing support to prepayment customers throughout the world can be challenging.
Conlog has invested in products and processes that optimize the support process. One of the processes that works to the customer’s advantage is the Customer Support Portal. This is a simple step by step self service tool designed for the customer, to help make the life of the customer easier. The support team is able to resolve issues more efficiently and productively as the web portal has in-depth information of our customers’ reported incidents.
To cover all aspects of customer satisfaction, Conlog designed a system with a more holistic approach to customer service.
Customers use the Customer Support Portal to enter new prepayment incidents, view the status of existing ones, search the knowledge base, and have online web conversations with experts from the support team.
Support Engineers use the Portal to manage the incident resolution process, build and search the knowledge base, and have web conversations with customers regarding their prepayment queries and needs.
Development Teams use the Portal to monitor new product releases and trends, and to identify any areas for future enhancements and improvements.
Support Managers utilise the Portal to manage the support team’s workload and track performance metrics, to monitor high priority incidents, and to identify critical trends. All incidents that breach their SLA (Service Level Agreements) threshold are elevated to Support managers.
Sales Account Managers utilise the Portal to monitor the status of their customers and the use of the software.
Conlog receives over 1, 000 support requests and customer initiated tasks per month, which is why it is Conlog’s duty to support and provide our customers with the appropriate tools. “We are one of the first organisations, if not the first, to deploy extensive support tools for our customers. For example, any customer around the world, including their customers, can contact our Support Centre, day or night, and receive assistance. If a vending server goes down for any reason, we have technicians on hand to deal with it immediately. And this is just the beginning. We constantly look at evolving our products and services. We include the customer in listening to their needs, revolutionising the full offer, as we have already done in metering.” says Warren Dixon, Service and Support Director.
Conlog continues to lead the industry with the broadest range of products and services, encompassing prepayment meters, vending solutions, revenue management, training, consulting, maintenance and support. Throughout the years been recognised for our expertise and unrivalled depth of experience and knowledge in the industry. We strive for excellence. Our aim is to ensure that the Conlog experience is one that will last a lifetime.