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| Insights - Q1 2005 |
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| New PSO Site Launch | |||||||||||||||
Customer Services is proud to announce the launch of the new Paciolan Support Online (PSO) portal. Created to improve our ability to serve you more effectively, the new PSO site is an integrated solution that seamlessly ties together information and processes to provide quick and accurate answers and solutions. We are not replacing our call center, and we encourage you to escalate major issues through normal processes. In reviewing several years of history, we do realize that a number of questions and minor issues could be solved more efficiently by embracing alternative channels, allowing the Paciolan experts to be immediately available when you need their assistance with the most critical issues. The PSO portal provides around-the-clock information at your fingertips, whether reporting an issue, seeking a solution, checking the status of an open case, or reviewing the very latest documentation about new features and enhancements. The new PSO is the gateway to a world of information created to ensure you can take full advantage of Paciolan’s comprehensive venue-enabling solutions. We encourage you to visit and review the features and benefits of the new and improved PSO site, including:
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| Case Management | |||||||||||||||
While it is our goal to answer every question and solve every reported problem immediately, the reality is that some issues take time to resolve. Our new portal has been designed to provide alternatives to the traditional telephone-only support model and allow you to directly help manage your service needs. With just a Web browser and an Internet connection, opening a case online takes only seconds. You will receive an immediate confirmation that the case was received by Paciolan. Using this feature, you can send screenshots or attachments to help expedite resolving the issue, and you can check the progress of the case at any time. The new system makes you part of the resolution process by fully integrating with email so anytime a significant step is taken you will automatically receive an update. Our goal is simply to provide you with more information and improve communications as we work to answer your questions and resolve technical issues as expeditiously as possible. |
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| Accessing the Latest Documentation | |||||||||||||||
| At PACnet 2005 we announced that Paciolan will provide documentation online ending the delivery of paper manuals. Of course, manuals can still be printed if needed, but online delivery presents tremendous opportunities and benefits. For example, with online documentation you are always certain to be viewing the most up-to-date and accurate version. Also, you can find what you need quickly using features like an index that allows you to click a topic and go directly to the correct page, a search function to find answers to frequently asked questions, a hyperlinked table of contents to find specific topics in the work flow or by menu location, and a glossary to understand Paciolan system definitions. The most important change is the format of our manuals. Along with the interface descriptions we traditionally supply, we have included step-by-step “how-to” instructions and real-world examples that demonstrate how to use new functionality, allowing you to quickly and easily understand and make use of the latest product enhancements. Our commitment is to continue developing advanced content and provide you with both reference and process-oriented information. | |||||||||||||||
| Searching the Solutions Database | |||||||||||||||
| As easy as typing a few keywords or a simple question, you can search the new PSO database of solutions that have previously been used to resolve problems and answer questions. Created from real cases submitted by real clients, this knowledge base of information provides real solutions that you can share with your entire staff. One of the most powerful attributes of the new PSO portal is the ability to search both documentation and the content of a true knowledge base. The benefit is easy access to a wealth of information to expedite the resolution process, improve your ability to communicate effectively, and improve productivity. When a solution is applied to an open case resolving an issue, that solution will be available to you. The solutions database will evolve and become a source of invaluable knowledge that you can access anytime, from anywhere. | |||||||||||||||
| Getting Started | |||||||||||||||
| Over the next several weeks, you will receive an email from Paciolan with the Web address, your individual login and password, and detailed instructions on how to access the PSO portal. Once logged into the portal, you will have immediate access to documentation for how to use all of the features of the new and improved PSO site and quickly get started submitting cases and reviewing our comprehensive product documentation and solutions database. Every day we will be adding content and working to make the portal a valuable tool for every Paciolan product user, regardless of level of responsibility or current expertise. We invite you to visit frequently and, most importantly, ask for your feedback so that we can evolve the content and usability to exceed your expectations. | |||||||||||||||
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