Support Centre
A major contribution to mutual success arises from Linetime’s approach to client support. Callers speak with an application expert, someone who has actually done the job of legal cashier, credit controller, fee-earner, technical specialist in a working legal practice. This common knowledge provides a sound basis for realistic support and training.
Regardless of whether you have an application or technical query, or perhaps a question on some future IT issue … Linetime staff are only a telephone call away.
We are proud of the fact that the majority of our customers are known on first name terms. This has been achieved through regular contact with Project Managers, Trainers, and Business Development Managers who pass on their personal knowledge of sites to Linetime’s Support Centre. Wherever possible Linetime encourage staff within Linetime’s Support Centre to regularly carry out site visits, increasing their awareness of individual clients requirements and operations.
Software Maintenance
Software support is available from 9:00am - 5:30pm Monday to Thursday and 9:00am - 5:00pm Friday (excluding public holidays) and is accessible by telephone hot line or remote dial up facilities. If required additional support can be provided outside core working hours.
The Linetime customer support team is a permanent in-house resource available on dedicated (telephone support only) lines. The team answer all incoming calls within three rings and the individual responding takes initial details of the support request.
Support requests may also be submitted by fax or email. If the call content is outside of the individual’s skill set, the call is transferred to an appropriately skilled member of the Linetime customer support team.
All support calls are logged on a central database. Calls are given individual references which are used by the customer should they need to refer to a call at a later date. The call logging system allows call data to be collated, a priority level set, identifies the support specialist dealing with the call, allow call details to be forwarded to other specialists for progression, logs the date and time the call is logged, logs the date and time is call is closed and with whom the call was closed.