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Client Support
RM Asia-Pacific offers comprehensive support for all their products.
RM Asia-Pacific’s Support Team
RM Asia-Pacific’s Support and Help Desk services are offered to clients to minimise support costs, ensure high levels of user satisfaction, enhance user productivity, and assist in the effective use of the software and school resources.
The Support Team is very much a team-oriented operation - once your call is received, a team member will take initial ownership for resolving the problem. If they can't answer the query or provide a solution, they can then escalate the query to the team for further investigation. One of the team members will then co-ordinate the effort until the call is officially closed. Along the way, the team will also ensure that you, the client, is kept informed of progress of the incident.
The RM Asia-Pacific Support Team is a member of the Help Desk Association of Australasia (HDAA) and its team consists of Help Desk Institute (HDI) certified personnel, including Help Desk Manager and Help Desk Analyst certification.
Our People
Our qualified Support Team provides a high level of service that strives for courteous and knowledgeable responses at all times. This ensures that the team can assist clients in answering routine questions quickly, help the client learn how to perform simple diagnostics and functions, understand the application, and identify effectively what resources are necessary to handle a problem.
The RM Asia-Pacific Support Team has the ability to call upon experienced, well-trained personnel, who are familiar with client’s systems, the people and the business – creating a consistent, high-quality application for the future.
Our Process
All calls received by the Support Team are tracked and reported. By tracking the type of calls and resolution, problem trends can be identified and addressed. This process is benefited by the ongoing development of a knowledge base, enabling Support personnel to share successful solutions for a quicker resolution of problems.
The RM Asia-Pacific Support Team also offers clients specific Service Level Agreements tailored to business needs. These Service Level Agreements define the services that are provided, the level of service, and escalation procedures. Calls for each customer are tracked and reported against these Service Level Agreements. The client-specific results are reviewed on an ongoing basis by a dedicated Project Manager, along with the client, to assess how continuous improvements in service can be achieved.