VET News

Are you getting the most out of your “Software as a Service” providers?

Cloud based software has become commonplace in our everyday lives, whether we use it for personal banking, social media, sharing pictures with family or work based systems such as payroll, accounting, relationship management or even managing assessment. They now form a well accepted part of our daily lives.

Dependable and reliable systems are important, and we rarely see good web-based programs suffer problems. We might occasionally have interruptions in our internet connection, but issues outside of this are rare.

Adopting new web-based software (known as “Software as a Service”) is not as easy as just a flick-of-a-switch. It’s a journey of transition from old practices to new, of redefining processes, of training, or user acceptance. If not properly resourced or managed, then important business outcomes are not achieved. The “Service” function of the SaaS model forms a critical resource to your team running day to day operations. Self help libraries or help centres are common, and fantastic if you know where to look. However, such resources don’t always hold the key to technical questions. So, we head over to log a ticket with a support team, and herein lies the problem.

According to JitBit in a recent study released in 2019, the average response times to customer support tickets is 7 hours, 4 minutes. This is almost a full working day to wait to be responded to, let alone have someone look into your problem. This is not great if the problem means you have to stop working, sit waiting and become more and more frustrated. Businesses can’t afford to stop.

You can rely on the people behind the screen

Having worked as a Trainer and Assessor, Cloud Assess founder, Rob Bright understands what it’s like to have a classroom of students and the need to be ready. As such, it’s one of our objectives to provide the best experience possible. To deliver to this, our support team ensure they provide virtually instant responses to anyone raising a query through our support interface. Our initial target was SMR (Single-digit Minute Response). Not only did we smash this target, in early 2018 the median first response time went from 1 minute down to 30 seconds. Cloud Assess customers applaud this as it means they can carry on with their day virtually unfazed.

Sean McVeigh from St James’ College states, “The response times for support are outstanding! I’ve had help on bank holidays and late at night!”

The image above shows the response times and times to close from June 2018-May 2019. Not only do these response times knock the benchmarks out of the park, but time to close is also exceptional. With the median time to close sitting under an hour, you would still be in the ticket queue waiting for a response for another 6 hours or so according to the benchmarks. The team works hard to provide such outcomes as your team is our priority.

Providing a personal service driven by your success

The service model doesn’t just stop at technical support. Your organisation also has a dedicated consultant to guide you through a bespoke implementation plan, plus regular account reviews offering advice and guidance.

Complimentary upgrades, training and guidance

Cloud Assess is a solution that is industry led and, like the industry, the development will never stand still. Built specifically for RTOs you can rely on us to deliver the best in functionality and training to support your team’s development.

In essence, with Cloud Assess, you don’t just buy a product, you get the best in service and support to go with it.

To learn more visit: www.cloudassess.com.au

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Date posted Jun 27, 2019