Gemini Systems proudly announces the arrival of their new customer support portal, Raptor. It has been well received by users and the feedback has been excellent.
Designed in-house, it provides customers with a transparent level of support and service, while integrating into the internal management systems within the company. Simon Harrod (Managing Director) explained that Raptor is now the primary window for all customers to access our Support organisation, but with much more happening in the background.
Harrod says, ‘We are encouraging all dealers and their staff to take advantage of this new communication channel. All our internal systems and processes for Support, including raising concern tickets, escalation, monitoring status, new feature requests and ideas, integrates directly into our internal development workflow and management reporting. Telephone support will continue to be available, although email will be phased out over coming weeks, as Raptor is adopted by all customers and becomes the new standard for our customers’.
Bryan Easton (Dealer Principal at Motorcare, Alnwick) is enthusiastic about the new Raptor support portal:
‘We were early adopters of Raptor and it has completely changed the way we interact with Gemini Systems. We feel that communication between our staff and the Support Technicians is almost instantaneous, with questions, concerns and ideas all being addressed in a highly professional manner’.
Andrew Grimes (Dealer Principal at RGR Garages Ltd) was equally complimentary:
‘It is dynamic and extremely useful for dealers. We now know exactly where we are with anything that we raise and changes of status are reflected immediately. It makes email communication with them seem quite outdated!’.
Harrod explained that the investment in new technology is not just around Raptor: ‘We wanted to create a far more interactive method of communication with our customers with an appropriate level of information for them. We have taken their comments and focused on what we can do better and have looked at all of our internal processes. It has also resulted in adoption of Microsoft Office 365 across the company so that we are always accessible and responsive. In the last few days we also launched our brand new company website, providing totally fresh content, clear navigation and easy access to information’.
‘We feel that by embracing a high level of technology ourselves, our customers will recognise the investment that we are making to provide them with a high level of professional support. It delivers much more on the customer services side, not just the product side and perfectly supports our company vision – Beyond the DMS’.