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Blog April 2020

AMCS Group rolls out next-generation customer support portal

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Wim Hoek Product Marketing Manager

Time-saving new Customer Support Portal greatly improves end-customer service levels

Committed to delivering a much faster and excellent customer support experience. With this, the brand-new Customer Support Portal is highly improving end-customer service levels. The AMCS Group has begun the process of rolling out the innovative portal which extensively contributes to the package of the AMCS Global Customer Support organization. “The new customer support portal delivers a best in class support experience. This support tool will enable customers to use self-service functionality to search knowledge base articles, product documentation, view their support case metrics in real-time, and log tickets through the customer portal”, says Ciara Barrett, Global Process Improvement Lead at AMCS Group. “It substantially saves time and enables our customers to inform their end-users on the spot, improving their customer service levels.”

Extremely user-friendly & customer dashboard

The new dedicated AMCS Customer Support Portal is a self-service support tool for AMCS customers to manage support cases and view case metrics. With this, it provides customers with the most convenient way to submit, track and update support cases, Ciara Barrett explains. The new AMCS Customer Support Portal has a smart design, and, because of its intuitive user interface, it is incredibly user-friendly. “All the information for customer inquiries and cases are available for that specific customer through a dashboard. The dashboard has a greatly improved multi-color visualization which gives a clear overview of all customer cases”.

After logging in with one click, the user can easily create a case and look into all the outstanding inquiries. This is a significant improvement compared to the previous generation of AMCS' customer support portal, according to the explanation of Ciara Barrett who, with an experienced international team of product developers, worked on the ‘next-generation customer support experience’. “Customers can log into the Customer Support Portal and instantly create a case. The customer dashboard is showing the complete overview on just one screen, like the number of open cases and the cases closed by a period”, she points out.

Status inquiries available any time 24/7

On the customer dashboard cases are categorized, she continues. “For instance, by priority, backlog time and backlog status; what cases are with AMCS global customer support and what cases are with the customer itself. The AMCS support team has gone back to the customer, for instance asking for more information, after which the status of the inquiry is back to the customer. But the dashboard also shows the response time, which, depending on the priority of an inquiry indicates how quickly AMCS customer support responded to the customer.”

In addition to better visibility through the customer dashboard, the new customer support portal also provides the possibility to export reports for their end customers based on a series of preset filters. “Customers can, for instance, filter on all open cases in priority three and export the data into an excel spreadsheet”, Barrett gives as an example. According to her, providing the possibility to pull down customer response reports is one of the other significant benefits of the new Customer Support Portal. “This feature greatly improves the service our customers can provide their end-users with up-to-date information enabling them to act on the status of the inquiry.”

Drive efficiencies into operations 

The new and improved Customer Support Portal is part of the AMCS Global Customer Support organization who provides technical expertise to thousands of waste and recycling operators around the clock and across the world. AMCS Group has a Global Customer Support team based in different locations; each team has the expertise and tools to enable engineers to track, update and resolve cases promptly.

AMCS support engineers are highly qualified and experienced and undergo continuous product training, education, and organizational support. The new Customer Support Portal contributes to that providing customers with optimum and professional service experience, according to Barrett. “As a whole, the customer support platform offers better processes to support customers to drive efficiencies into their operations.”

The Customer Support Portal is currently being rolled out to thousands of customers around the globe.

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