LOG & MANAGE YOUR TICKETS at WWW.MYPROSPETTIVA.COM

Our new support portal is live and, guess what, it’s all about you!

As you know, we’ve been working very hard throughout 2012 introducing a whole raft of improvements aimed at bringing you the best in customer care.

WELCOME TO MY WWW.MYPROSPETTIVA.COM

The latest, and we believe one of the most exciting additions is My Prospettiva; the new online web portal that enables you to log, view and manage all of your support tickets with the Prospettiva Technical Support and Customer Care teams.  Last year, over 65% of our customers chose to log their queries with our helpdesk by email.  We’ve responded to this by introducing myprospettiva.com

MYPROSPETTIVA is FREE and available to all of our customers now. Throughout August, many of you have helped us trial the new system by emailing us your queries and by providing invaluable and very positive feedback. It’s thanks to this information that we’ve decided to fully adopt this remarkably effective ticket management tool which you’ll be pleased to know is used by many other large organisations, such as film studio 20th Century Fox and Vodafone.

WHAT DOES IT MEAN TO YOU?
Effective, efficient and transparent management of all of your support tickets. Each time there’s an update to your ticket, you’ll be automatically receive an email advising you of this. E.g. if the ticket status changes, if one of the technical team or a technician at the software house adds a comment, you’ll know about it. No more having to call us to get an update or wondering what’s happening with your tickets. You’ll know what we know as it happens.

WHEN WILL THE SERVICE BECOME AVAILABLE?
My Prospettiva is available NOW. Log on to www.myprospettiva.com, enter your email address, enter the details of your query and that’s it. There’s no need for us to send you login credentials or anything complicated like that. Naturally, you will need to log in to view your existing tickets but we’ve simplified this process also. Simply select the SIGN ME UP button, enter your email address, verify it and you’re done.

WHAT WILL IT BE USED FOR?
My Prospettiva is a fully automated ticket management system and we’ll be using it to manage all of your technical and customer care queries, because it’s our ethos not just to provide one stop solutions to all of your business requirements, but also excellent customer care.

HOW DOES IT WORK? No different to most other efficient and effective solutions of its kind, but here’s a quick rundown:

LOGGING A TICKET  (use any of the following methods):

1. EMAIL US and My Prospettiva will recognise your company name via your email address, it will log the ticket to your account and will automatically email you a ticket acknowledgment with details of your query and a ticket reference number.
2. Log into www.myprospettiva.com on your computer or from your mobile device where you can add a new ticket, view and update existing ones.
3. CALL US us on 0844 318 6000, we’ll log the ticket for you; you’ll automatically be emailed details of the ticket and its reference number.

UPDATING A TICKET

1. VISIT  www.myprospettiva.com to log into your dashboard  and to view, amend existing tickets.
2. EMAIL US. Simply click REPLY to the original ticket acknowledgement email, enter your message above the line and click send. It’s that simple. Your comments will be automatically added to the ticket’s history for our technicians and for you to see.  You can even attach screenshots and files, my prospettiva will automatically append these to the ticket’s history.
3. CALL US on the helpline number, we’ll add any comments to your ticket for you and you’ll automatically receive an email confirmation of this. Similarly, if we perform any work on your ticket, change its status or add any comments, you’ll be notified of this also.

Please send ONE email per query. This will ensure that a ticket is raised for each question and will ensure that these are dealt with systematically and in order so that nothing is missed.

VIEWING TICKET STATUS AND HISTORY
Much of the call history will be included in the update emails that you receive. However, to add, view or amend existing tickets, log into www.myprospettiva.com with your email address.

MOBILE DEVICES
My Prospettiva is also optimised for mobile devices, putting the ability and simplicity to log, view and amend tickets in the palm of your hand. Try it now, log into www.myprospettiva.com from your mobile device.

TICKET ALERTS
My Prospettiva understands that all of your queries are important. However, via the ticket category, it also understands which tickets are more urgent than others (e.g. software failure versus cosmetic reporting query).

My Prospettiva will proactively police all tickets to ensure that they are being processed within a fair a reasonable time. Where appropriate, it will automatically email reminders to our technicians and, in pending cases where we are awaiting additional information, you.

YOUR SATISFACTION IS IMPORTANT TO US
We very much appreciate your business and we know that My Prospettiva will assist us in achieving our goal; providing you with excellent customer care.  To this end, My Prospettiva will be automatically emailing you satisfaction surveys after each call is closed.

The survey will be in the form of an email with two web links; one for satisfied and the other for dissatisfied (you can also log into My Prospettiva to provide a more detailed review).  We’d very much appreciate any feedback as this will tell us whether or not we’re doing a good job so we can continue doing more of the same of something that is good or take action in cases where things aren’t so good.

Welcome to improved customer care!

If you have any questions regarding this post, please don’t hesitate to contact us  0845 257 6001 or click here.