Software of Excellence goes 24/7

Software of Excellence has recently launched an "all hours" support service for EXACT Dental practice management software users worldwide. Software of Excellence supports clients across most regions of the world including Australia, New Zealand, Europe, Asia, America and the Middle East.

According to the company, the introduction of a 24/7 support desk is made feasible because of the number of international clients now using EXACT in numerous different time zones.

The support is managed across two support centres, each working 12 hours respectively, one based in New Zealand, the other in the UK. The service is available 365 days a year.

EXACT has also been powered with its own email capability explicitly to provide access to this service - a requirement for 'out of normal business hours' support. Customers log their inquiry/request through an EXACT Help screen on their computer. The request creates an email which automatically gathers system status information and sends the message to the relevant Support Desk. The Support Desk either emails back the solution or calls the practice – whichever is appropriate.

Ms Linda Barden was appointed Manager, Global Support early in 2003 with the task of achieving 24/7 x 365 day support. Ms Barden has a background of call centre management, managing a call centre of 50 operators prior to joining Software of Excellence UK five years ago. Software of Excellence has 22 dedicated support providers backed up by 30 development staff. Ms Barden spends time in both New Zealand and the UK.

According to the company, a recent Customer survey showed Australasian customers consider the support services to have improved dramatically to be 'very professional' over the past year.

"The new support service benefits our clients through the provision of a professionally managed team of dedicated and competent staff around the clock," Ms Barden said.