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Over 2 million of your customers use Gladstone, more than the competition combined


Clubs should have a member of staff who’s able to train other staff on the software


should be responsible for working with the club manager to know the software system, maintain any operating manuals and deal with software support in the event of an emergency. 6. Software support in the event of a problem: Don’t shirk on this – even the best software users won’t always be able to fix a problem, and there will be times when you need support. However, with good software users in your club, the relationship between your staff and the software supplier support desk will be a positive and efficient one. Problems will be quickly diagnosed and fixed and your club will run smoothly.


software support resources


Throughout the process of installation, club management software suppliers will gladly advise and, in most cases, assist in the set-up of the various structures and processes necessary for good club management software operations, covering all of the six areas described. In terms of supporting your software


operations, the software suppliers provide an extensive array of support resources. Generally these cover four main areas: a helpdesk, upgrades, training, and knowledge resources. Let’s look at each of these in turn.


october 2010 © cybertrek 2010


helpdesk The helpdesk comprises a team of people available for software users to contact in the event of a software issue. Modern technologies like desktop sharing mean that the helpdesk team is able to see what you see and identify a solution quickly and easily. Clarity Commerce, for example,


provides a multilingual helpdesk service 24 hours a day, seven days a week, in order to assist a number of international clients as well as supporting a huge number of UK clubs and centres. Utilising industry-leading


telecommunication tools, telephone calls to the Clarity support desk are answered on average within 35 seconds by a team of frontline analysts. The aim is for at least 65 per cent of


issues to be resolved by this frontline team, after which they’re escalated to Clarity’s in-house second-line support team, or to a third-party ‘resolver group’, which is able to deal with hardware or network maintenance. All incidents are logged into Clarity’s


customer support system and assigned a unique ticket number. The ticket remains the responsibility of the support desk even when escalated to third parties. Once a resolution has


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