Since joining Capita One just under a year ago, I’ve felt proud to be part of an organisation which is continually evolving in line with your needs – a large number of the changes made to our solutions have been customer led and several of you have contacted me directly telling me how these changes have improved your experience of working with us and using the software.
A greater focus on your experience and reassurance that you’re being listened to
We’ve created a team dedicated to the customer experience. The One Continual Service Improvement team has now been in place for just under a year to support you and continue to improve your experience of One. The team is also responsible for co-ordinating all feedback that you leave allowing us to acknowledge positive contributions and address areas where you believe that we can further improve.
The team have also created a variety of useful Hot Topics and postings on My Account including targeted timescales for main releases to help you plan accordingly, concise information to assist you when logging support calls and useful documentation about our product releases so that you can easily locate the information you need.
The highest quality support services
The way in which our support teams communicate was revamped last summer, allowing you to easily manage your support calls with all written communication being managed via My Account. These changes mean that support cases to go straight through to the relevant analysts so they can immediately get to work at resolving your issues.
In addition to making positive changes to the way we communicate, the support we provide is now also continually reviewed by internal quality audits to ensure we continue to deliver the highest levels of support to you.
A wider choice of training and support options
We’ve introduced remote bitesize training sessions available via WebEx to enable your staff to receive the training they need to use the software from the convenience of their desk. Following on from your feedback, remote PSP support is also now available to assist with report writing and system administration. This again allows you to work more flexibly with our Professional Services team for a service that suits you.
Our service packages have also been divided into Core and Optional services, giving you increased flexibility with how you approach key implementations and migrations.
Evolving our solutions to meet your changing needs
In addition to publishing target release dates against issues, 2015 saw us pilot our Virtual Product team for the Admissions and Transfers module, enabling continued knowledge sharing across the business to enhance solutions promptly in line with your feedback. This has shown real positive change allowing our different departments to further engage as ‘One’ business to help you, our customers.
Our Development team has also been working hard to further improve the quality of the software: 2015 saw the roll out of an enhanced customer awareness programme across the team to ensure we continue to develop software that is relevant to your day to day work.
What plans do we have to further improve your experience in 2016?
Amongst a vast array of customer focused changes in 2016, a few of already underway are:
- A wider variety of bitesize remote training sessions
- Admissions and Transfers Remote Support package which will allow you to work remotely with our Knowledge Specialists as they guide you through the Admissions processes
- Roll out of virtual product teams across more areas including B2B, Early Years and Youth.
Our focus is to continue to ensure that our customers are at the heart of every decision we take by providing the highest-quality customer care and continuing to utilise your feedback to help enhance our products and services.