Support

Penny Underwood, i2i Innovate to Integrate, MD
“Supporting our customers business process is at the heart of i2i Innovate to Integrate business practice”
The support service provided by i2i has evolved in direct response to the needs of our customers. These customers value a service which provides diagnostic support, from host data to document output. A key requirement of the support service is to provide confidence that the system will continue to produce the required documents and messages without interruption.
User support for our online software includes the ability for our Help Desk to go online and view any user problems and to resolve them immediately online.
For in-house installed software where individual company configurations demand individual support services, i2i will in most cases have online access to your software, so that we can asses your issues and resolve them as rapidly as possible. Where this is not allowed, then the use of email and web sites services is used to achieve rapid resolution of any problems.
(click + to expand)
+ The primary objectives of our Customer Support Service are:
- To provide users of i2i software with a personalized helpline service which is both accessible and professional, ensuring that queries are dealt with promptly and that customers are kept informed of progress.
- To provide support and assistance during the initial implementation of a new product or service to ensure a rapid response to any functional issues arising as a result of this “real world” test period.
- To ensure that our Help Desk fully understand individual customer variations in the use of their host system or individual company configurations, and use this knowledge to rapidly diagnose any problems.
- To maintain a relationship with our customers, an understanding of the changes in their business and export regulations and to ensure that each system continues to meet the current requirement of the customer.
- To continually improve the service provided to our customers.
+ Integrated customers services and development
i2i support methodology is built around a ‘closed-loop’ of integration between our software developers and customer support
staff. This ensures that customer requirements and issues are directly fed back into the development teams.
+ Track Record of delivery
i2i have a proven track record of supporting customers for over 20 years. We have maintained export documentation systems
built on the GTA platform through our dedicated CSS (customers support system) successfully resolving customer issues in a timely
fashion.
+ Clear lines of escalation
i2i operate support processes with clear lines of escalation for ensuring that appropriate resources are made available to resolve customer support issues in a timely fashion.
- Our Help Desk manages all call logging and resolution in the first instance.
- If the Help Desk staff consider it appropriate, they will pass the enquiry to other i2i staff, but responsibility for progressing the query will remain with the Help Desk.
+ Service Level Agreements (SLAs)
i2i are able to offer its’ customers Service Level Agreements (SLAs) appropriate to customer and individual product requirements. We have existing SLAs in place that meet the needs of large enterprise multi-nationals as well as agreements that service the needs of SMEs based in the UK.
Coverage
The i2i support helpdesk operates from 8am to 6pm Monday to Friday (excluding Bank Holidays)
“we let our customers and partners speak for us”

Penny Underwood
MD, i2i Innovate to Integrate