Charity workers throughout the UK are finding it easier to gain new skills thanks to the introduction of a new service management software tool. The Charity Learning Consortium (CLC), which has over 45 member organisations, allow charitable and voluntary sector organisations to cost-effectively access a large portfolio of eLearning courseware, covering subjects such as IT, finance, management development and customer service. The Stroud, Gloucestershire-based organisation (www.charitylearning.org) has installed House-on-the-Hill’s SupportDesk solution to log all customer support-related queries including technical issues with courseware. We are growing significantly and want to continue to exceed customer expectations relating to customer support and queries, said Head of Client Services Wendy Stanley. There was therefore a need for dedicated software to enable us to log calls and queries more effectively, to ensure we can keep a handle on the amount of queries registered with us and how long it takes to close a query, and monitor this in relation to our own Service Level Agreements. CLC recruited a Customer Care Co-ordinator to manage the entire process using House-on-the-Hill and the two complement each other brilliantly, she added. I investigated a handful of other suppliers but looked into House-on-the-Hill upon personal recommendation, Wendy said. Following a very useful demonstration, I found the system extremely easy to use and was confident it could do all we needed, with scalability as we continue to grow.
The new tool has made our organisation far more productive and efficient in keeping track of customer support-related issues, she commented. From the minute their query arrives into us to the minute their issue is resolved, customers are kept up to date on query progress. Customers feel valued and contented, and are safe in the knowledge that we do everything we can to resolve their issues as quickly as possible.
She said her Client Services team had already received many favourable comments from customers.
House-on-the-Hill’s own support unit had proved very helpful and the supplier had provided an invaluable on-line training session and useful, comprehensive user documentation.
Trudy Broadhead, Director of Manchester-based House-on-the-Hill (www.houseonthehill.com) which has customers in more than 40 countries, commented: Charitable and voluntary organisations in Britain do tremendous work in helping the less fortunate. We are delighted to be playing a small part in improving their productivity.