2019 was a great start for the support team with the completion of a mass upgrade project, which virtually saw our entire customer base using the same version of CareFree (v5.5.7). This has helped to streamline the process of troubleshooting issues and has seen us introduce new processes for applying patches and hotfixes which are non-disruptive to our customers and require no downtime.
The upgrade of CareFree was then followed by a similar project which saw all customers using RoadRunner (our mobile call monitoring application) upgrade to the latest release. We believe this is the first time in many years that we have such standardisation across our customer estate.
Self-Service Support Portal
We are also excited to announce our new customer self-service portal will be launched early Spring. This will bring a number of benefits to improve your experience to ensure you get the best service.
Admin users will be able to reset their users’ passwords, unlock accounts immediately without needing a technician. Users can now raise and monitor requests, incidents, view important service announcements and interact with the support team. In addition, you can
• Monitor the progress of current issues/requests with the support team.
• View important announcements and updates.
• Purchase new products or additional licenses.
• Access our current product Roadmap and provide feedback/comments to the development team.
• Utilise our knowledgebase to get help with common queries.
Keep an eye out for further correspondence or contact the Support Team to find out more.