CTS Retail regards support as a key factor for the success of the chosen solution and operates a National Support Centre from our head quarters in Swindon.  The Support Centre is available 364 days per year between the hours Monday-Saturday 07.00-21:00 and Sunday 09.00-17:00.  This provides our clients with support during the full duration of their opening hours.

Features of the Support Centre includes;

Emergency mobile cover is available for after hours support

CTS Retail utilizes the leading telephone solution IP Office enabling us to manage the Support Centre as effectively as possible

The IP Office system enables us to monitor incoming call traffic in real-time allowing us to quickly react to any situation

The Support Centre uses the leading I.T Services management solution Sunrise Enterprise to provide advanced call management functionality and a wide range of reporting features.

The effectiveness of our support is accurately measured.  Statistical analysis is made available along with a full range of configurable reports.

Our dedicated support team ensure the smooth operation of your chosen retail software.

CTS Retail support performs to predefined Service Level Agreements, ensuring high levels of customer satisfaction.

Our support structure enables us to manage our clients' needs in the most effective way.  Our trained teams can quickly determine the nature of a call and what action needs to be taken.  Remote access software allows us to diagnose the problem remotely, further reducing our response times.  Both problem and resolution details are recorded by client and site ID and all calls logged are given a unique reference number.

We can also provide on-line web access to our helpdesk solution enabling head office personnel or I.T departments to track and monitor calls.

Support calls can be automatically logged via email onto our helpdesk and a reference number provided by return.

http://www.sunrisesoftware.co.uk

CTS Retail Online Support