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Enhanced communication with customers through 'Issue Tracking System'
On-going Customer Support Improvement Receives Positive
Feedback from Customers
OXFORD - August 26, 2005 -
Software Imaging announces full global access to their newly launched advanced
on-line ‘Issue Tracking System’.
The new bespoke system was designed and built in-house as part
of an on-going programme of Customer Support enhancements. It was
created from a desire to process all questions, concerns or product
problems raised by customers, in one place. The result builds on
the success of the systems and features that lie behind their restricted
access ‘Customer Support’ log-in area of the Software
Imaging corporate website. In particular, the ‘New Issue’ management
and ‘SPR (Software Performance Report) Tracking’ features
are now combined and enhanced.
The Issue Tracking System offers several new benefits to customers:
- Online discussion facility
- Automatic email notification of updates, concerning progress
of issues
- Automatic grouping of issues across PDLs
- Full Japanese and English support for logging and discussion
of issues
- One central location for viewing all information
The above benefits are in addition to the existing features already
available:
- Fix List information for Product Releases
- Knowledge Base
- Instant access to the status of issues
- Download area for obtaining the latest Documentation
The system operates in much the same way as a bulletin-board or
discussion forum. All correspondence or dialogue relating to a specific
issue is neatly and efficiently held together. Any actions or progress
updates, both from customers or Software Imaging support staff, can
be conducted and monitored conveniently through a web browser interface
at any time throughout the world.
One of Software Imaging’s customers already benefiting from
the new system is Ricoh Software Inc. Mr. Gyohhei Dan, a PCL Driver
Engineer from their Tokyo Division, comments “The
new Software Imaging Website support system is excellent because
it improves our communication.”
This view is backed up by Martin Williamson, Customer Support Manager
- Oxford, who adds “With the new system, we are seeing
real improvements in the efficiency in dealing with our customers
needs, from initial report through to resolution. This is an important
step in our commitment to ongoing improvements as we constantly strive
to find ways of adding value to the range of services and support
that we offer”.
Further enhancements and facilities are planned to both the on-line
service and direct contact with Software Imaging support teams across
the globe.
About Software Imaging
Founded in 1989, Software Imaging delivers Printer Driver Technology,
Embedded Systems, Consumables Applications and Professional Services
to customers around the world and is the world’s largest independent
supplier of Microsoft Windows, Apple Macintosh and Linux imaging
technologies, printer drivers and related services.
Headquartered in Oxford, England, with offices in Japan, Korea,
the United States and Canada, the company is at the forefront of
global innovation in print software, and has licensed technology
to major suppliers of printer and digital copiers. Customers include
Canon, EPSON, Hewlett-Packard, Konica Minolta, Lexmark, Microsoft,
Océ, Olivetti, Ricoh, Samsung, Sharp, Toshiba, Xerox and many
others. There are now over 85 million devices containing Software
Imaging technology in use around the world. Software Imaging is also
the Microsoft development partner for Unidrv.
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Software Imaging
9400 Garsington Road
Oxford Business Park
Oxford OX4 2HN
United Kingdom
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