SARD Support Changes and Improvements
We would like to inform you about some upcoming enhancements to our support services. In a few weeks, we will bid farewell to Cheyne, a highly valued and experienced member of our team, as he moves on to new opportunities. Fortunately, this transition coincides with the summer holidays when support demand is typically lower, allowing us to take this time to revamp our support services, making them better than ever.
During this period, you can still contact us via email and support tickets. While the level of support will remain consistent, response times may be slightly longer; expect a few hours rather than days or weeks. This temporary measure will enable our remaining support staff to focus on enhancing our support offerings for the future.
Here’s what you can expect over the next few months:
- A New Chat and Support System: Your conversations will be seamlessly continued the next time you contact support, ensuring continuity whether you use chat or email.
- A Library of Explainer Videos: Quick, easy-to-follow video guides covering various system features.
- UI Improvements: Enhancements designed to make our system more intuitive and easier to navigate.
- New Team Members: Hiring support staff of Cheyne’s calibre takes time. We have already started this process, so expect to see some new friendly faces soon.
- Proactive Support and System Training: We will be offering additional advanced training courses for both administrators and doctors.
For system administrators, we understand the importance of timely support, especially when dealing with unfamiliar functions. Many clients find it beneficial to book regular meetings with Megan (e.g., bi-monthly) for additional training or to address recent queries. You can continue to use the button at the top of your Admin Dashboard to book a time with me directly.
You’ll start to see these changes from the beginning of August. However, coincidentally as of this morning, we’ve had some unforeseen availability issues and so our chat support will be intermittent over the next few days. This is unrelated to the changes above and we thank you for your patience.
Rest assured, we are committed to enhancing our services and will return stronger than ever.
Thank you for your understanding and continued co-operation.
