SUPPORT - a CRUCIAL factor in our success

The ability to provide consistently high levels of software support is the cornerstone of our business!

Without reliable support our customers businesses can be put at risk and at the same time our reputation as a supplier suffers in the market place. With the increasing number of customers that are now using the Kerridge Autoline software, we are taking some significant steps to ensure that we continue to provide a quality service.

The first of these steps is that we have increased our support staff complement with the addition of four more people. Each of them has a motor trade background and our more experienced staff are currently mentoring them. We already have plans in place to employ more support staff during the course of next year, particularly as our DaimlerChrysler and BMW rollouts will be moving forward with increased momentum.

The second significant step is that early next year we will no longer have our calls logged on a local database. We are incorporating the Kerridge South Africa support function with our international support Centre in the UK. This means that a call may be logged by a user in Cape Town with our Randburg helpdesk, but this call could be responded to and closed by a consultant in the UK!

To our local users this means that they don't just have our local support resources to rely on, but a further 120 skilled people based at our UK support Centre!

To further enhance our service, we are in the process of implementing a Knowledge Management Database. The database will enable us to capture a problem, find a solution in the normal way and then capture the solution alongside the associated problem on the database. As more and more data is captured, we will build up a huge database of problems and associated solutions.

In a relatively short period of time, we will be in a position to answer many of our support calls by simply searching the database and without any further delay, informing you the customer of the solution.

So as you can see, Kerridge is investing heavily in the future of supporting our customers.