Maintenance Connection strives to continually refine our product and services to better serve our clients. To that end, we are proud to announce two new support tools which will decrease the time it takes to resolve issues and help ensure you are getting the support you need, when you need it.
Ever find yourself submitting a support request but not being available when the Support team suggests a meeting? In some cases, this may even cause you to hold off on submitting the request till your schedule has cleared up or the issue has become a high priority. The Support team is aware of these of challenges and thus the Scheduling Tool was born.
The new Support Scheduling Tool is a simple tool that will allow you to schedule time with our team up to 2 weeks in advance, ensuring no more unnecessary back and forth or repeated alignment of available schedules. All of this is just a few clicks away!
- Log into the MCUC and click on the Schedule Call option.
- Pick a day that works for you and one of the time slots that are available.
- Enter in your information and we will take care of the rest. A support ticket will be created in Zendesk automatically with the information that you provided. Shortly thereafter a support representative will send you a Calendar GoTo Meeting invite for the proposed time.
- Now you can go back to your busy day, knowing that your MC support request will be addressed at a time that works for you.
ONE TOUCH TRANSFER Back to top
No one likes contacting a support help desk to be routed to multiple teams and repeating your needs each time. We have designed a new process to help prevent the amount of time it takes for Modification and Training Requests, as well as lessen the need for repeating information. We call this new process "One Touch" Transfers.
If you contact support via Phone, Schedule a Call, or Chat Support, the support team will work with the Customer Experience Team to join the call or chat and help speed up the process for these types of requests.
Since the Customer Experience team handle all training and modification requests, they are best equipped to gather the necessary information to proceed. Pulling them into the process early will ensure that your request is not routed back and forth while the information is gathered. They are also product experts and can help outline "Best Practices," or other alternatives that can save your company some time and money.