Client Support
Principia Client Support Case Management
On 1 February 2007, Principia Partners launched a new, web-based interface to our client support group. This interface is intended to improve the quality of our product support by enabling:
Centralized Communication. It provides a single case for each issue that is shared between you and Principia Client Support. Both Principia and the client communicate through this case, keeping all documentation centralized and accessible to both parties. All new issues and updates to existing issues will be made through this interface.
- Clients log their own cases. This ensures no issues are lost and that clients are in control of when and how they report their issues.
- All communication is done through the shared case, not through email. This eliminates messy email threads and ensures all parties have access to the same, complete set of information.
Published Case Status. We have developed an interface for
clients to view the status and details of all their outstanding
issues including
those pending resolution in a future version of Principia.
- Clients can see the real time status of their cases online and are notified of changes
- Clients can update and add comments to their issues as they are progressed
- Coworkers can more easily transfer and share cases with one another
- Clients can review solutions to previously closed cases
Improved Resolution Accuracy. The system offers clients
the opportunity to clearly state their business requirements and
expectations, ensuring that the issue is viewed in the proper context
as it relates to your business.
- This helps us to focus on the real issue and to make certain we are not wasting your time and ours by investigating mistaken assumptions about the true context of your case.
More on the Case Management System:
Screenshot
What will you need to do to prepare for this new interface?
FAQs