Voice and data telecommunications distributor Rocom has announced the launch of its new online support portal for engineers and pre-sales support staff. The ‘e-support suite’ revolutionises technical support by allowing users to raise support tickets online in addition to telephone and email formats.
The site offers 24 by 7, 365 day-a-year access to comprehensive downloads of technical material as well as sales & marketing information, knowledgebase articles comprising information on legacy products, news articles, and much more – all grouped by supplier brand.
The portal allows users access to the news section of the site (via email or RSS feed), which means that they will receive instantaneous notification of new articles posted, outlining new revisions of software, key product enhancements and release of bulletins. This proactive approach allows engineers to download information prior to going to site, minimising the need for expensive revisits.
With a 15-year career in technical support, Rocom’s Technical Support & Training Manager, John Bird is ‘elated’ at the launch of the e-support suite, he said “This is a major move for our technical support offering – which allows us to much improve our reseller support. All queries are monitored against internal service level agreements and the customer is able to monitor our response times live through the portal. In addition, historic tickets can be viewed and re-opened if necessary”.
Richard Carter, Managing Director at Rocom said “This launch further lends weight to our 100% Reseller Focus. In essence, this site is Rocom’s equivalent to the manufacturer’s website – which is often not accessible to indirect resellers. We also have the additional benefit of online support queries being given the same priority of as any other support calls raised.”