Percussion Software Continues Investment in Customer Engagement with Launch of New Customer Support Portal

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Investment in people, processes, and technology improve communication and transparency and maximize the value of customers’ web content management investment

The new Support Portal delivers a more responsive and efficient support experience for our web content management customers and is an important facet of our commitment to our client base

Percussion Software, provider of Web Content Management (WCM) software that gives organizations unparalleled control over how web content is used, has announced the launch of a new customer support portal designed to improve support for its hundreds of customers.

The launch of the portal follows a host of other initiatives at Percussion focused on improving Percussion’s engagement and relationship with its customers. The Customer Relations group, directed by Dana Miller, has been put in place to ensure the success and foster the community of Percussion customers worldwide. In addition to monthly technical webinars for customers only, this team has also initiated regular customer roundtable sessions, user group meetings, and a customer advocacy program for all existing Percussion customers.

“The new Support Portal delivers a more responsive and efficient support experience for our web content management customers and is an important facet of our commitment to our client base,” said Miller. “We’re very pleased with the positive feedback we’ve received from our customers on the portal and all of our other customer-focused initiatives.”

“We’ve made a tremendous effort in the last year to improve the degree and quality of support we provide users,” said Joe Wykes, President of Percussion. “By investing people, processes, and technology, we’re empowering our customers to be more successful and increasing the value of their investment in Percussion.”

The new Support Portal streamlines the creation and management of support tickets, enables improves tracking of support communications, and increases accountability and transparency in the support process.

“Percussion customers are experiencing improved communication and transparency throughout the support process,” said Nick Lombardi, Worldwide Director of Technical Support at Percussion. “The new portal also reduces administrative tasks for both our customers as well as Percussion’s Support team, which is now spending more time addressing and resolving issues. Since launching the new portal, we’ve increased the time devoted to resolving customer issues by over 15%.”

The new Customer Support Portal empowers customers to:

  •     Create, modify, and close support tickets 24/7
  •     View a list of all open tickets for their company
  •     Track support communications throughout the life cycle of each ticket

"We really like the new support portal because it gives us a lot more control over how the support process is managed and tracked. We can set the priority level for any given ticket and confirm that the status has changed on Percussion's end or quickly access a history of past support tickets that have been closed or solved," said Shane Rancourt, Webmaster for the Canadian Institute of Chartered Accountants. "The new tools combined with Percussion's investment in the support team have made a big difference for CICA."

"It's a massive step in the right direction," added Nicki Lever, Webmaster at P&O Ferries. "Having access to the stream of support conversations all centralized in the Portal makes tracking progress so much easier from our point of view."

About Percussion Software

Hundreds of leading organizations rely on Percussion’s Web Content Management products to power their websites, including AutoTrader.com, Hotwire.com, First Data, The World Wildlife Fund, the US Department of Health & Human Services, Workscape, Harvard Law School, and Salary.com.

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Christopher Oquist
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