Published Date: 5 September 2019
Tender Status: complete
Tender Opening Date: n/a
Tender Closing Date: 24 January 2019
Award Date: 13 May 2019
Contract Start Date: 1 August 2019
Contract End Date: 31 July 2024
Contract is suitable for SMEs: Yes
Contract is suitable for VCSEs: No
Official Journal of the European Union (OJEU) Contract Type: Services
The Customer Support System shall contain a knowledge base to enable support staff to quickly identify known fixes. This shall also be made available to customers on an online portal so that they can search for a solution to their issue before submitting a ticket. If customers need to submit a ticket then this shall be done in one of three ways: 1. By telephone with support staff manually entering ticket details into the system; 2. By email with the email content being automatically converted into a ticket within the system; 3. Through adding request details within an online portal to create a ticket within the system. All tickets shall be given a prioritisation and added to a queue for the support staff to process. Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality. All resolved tickets then form part of the knowledge base.
Contact name: Chris Keenleyside
Address: Shire Hall
Gloucester
GL1 2TG
England
Telephone: +44 1452324329
Fax: n/a
Email: [email protected]
Price Range: £280,000 - £280,000
