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Category: Company Insights

De Facto is pleased to announce the release of the new online support tool. The new and improved support website has many additional features to enhance our customer service and support. Our existing support tool has been very successful in the handling of customer issues in the past and the aim is to improve this even further with a more feature rich tool.

Improved user interface with news and updates.
The overall look of the Support tool has been re-designed to match De Facto’s recent rebrand and new website. The re-designed site makes for a much more user-friendly tool, with a more comprehensible interface for our customers. Customers will now also be kept up-to-date with what’s going on at De Facto via the Home page which integrates with De Facto’s blog to show recent projects, company and industry related news.

Track issue event statuses.
The tool allows customers to log new support issues which will automatically raise an event within the Client Services team’s event list. Customers can set the priority level so that the Client Services team can work via the urgency of issues, and can also enter a description and attach any relevant files to their logged event, which we hope will speed up the resolution of issues. Once an event has been logged, users have complete visibility of their existing events and the status of them, including details of update times and which Client Services team member is dealing with their issue.

View ERP release information and access documents.
Further features of the tool include the ability to view De Facto ERP release information. Customers can drill down to recent releases to view a list of release notes and instructions on PDF. Customers can also view generic De Facto information via embedded documents and specific documentation can also be shown for customers when logged in.

Administrators have full control of adding, editing, deleting and changing their company’s site support users via their User Profile, therefore having the ability to control who sees the data. Here users can also view and edit their contact details and control their password settings.

Access additional information.
The Modules section provides customers with details on the modules they currently utilise within De Facto, and handy information on additional modules that are available to implement onto their system. Each module links back to the relevant section on De Facto’s website where customers can find further information on available modules.

We hope our customers find the tool easier to use and an improvement on the ability to raise and track support issues. We welcome any feedback or suggested improvements - please leave comments below.  

Customers can login here: https://support.defactosoftware.com
 
Please click the link to display a PDF with support site instructions morein.fo/W7o

 

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About the team behind this blog post
De Facto Software is a leader in ERP solutions and web/app design and development. Find out more about our ERP software and the online services we provide.