Introducing Our New PSA
In the week beginning 29th August 2016, we will be rolling out our brand new PSA (Professional Services Automation) software. It has been the #1 business management platform worldwide for over 15 years and we cannot wait to start using it.
On top of smoothing out our business processes, the implementation of our new PSA will mean that we can offer you a more transparent, efficient and quality service every time. The major benefits for you include automatic updates, a customer portal and closed loop communication which will allow you to track and enquire about any of your tickets quickly and easily.
Below are some key changes we are making to our business to ensure we provide you with exceptional service
Placing Tickets
If you have a support query you can simply tickets@thinking.co.nz. You will immediately receive a reply with a ticket number and a link to a customer portal. If you have any questions or notes to add, you can simply reply to that email that has your ticket number in the subject line, and your email will automatically be added into our PSA against your ticket instead of sitting in a particular consultant’s inbox. This will allow us to improve our communication with you across the board e.g. should that technician be out for the day or sick & doesn’t have immediate email access, another available consultant can review and respond to your query. You will also now receive email updates on the status of your tickets and confirmation emails when your ticket is resolved.
If your query is urgent we recommend that you call us in the first instance, but otherwise we encourage you to use this email as it lodges a ticket straight into the ticket queue and we will able to facilitate your request more efficiently. We have to avoid your queries not being responded too in a timely manner due to them being in 1 person’s email account.
Placing Orders
We have set up sales@thinking.co.nz to streamline your ordering process. If you need to place an order simply email at this address, this will place a sales ticket straight into our PSA and our procurement team will place your order. If you have an enquiry around products and services or require a quote email us at this address and we’ll get a consultant to call you back.
If you need a quote, more information about a particular product or service, or simply need to re order a product you can simply email this address, again you will receive a reply with your sales enquiry ticket number and one of our Consultants will give you a call and assist you. Once you have emailed this address you will receive an email reply with your sales ticket number.
Customer portal
The customer portal means you will be able to view your financials, get invoices, track down and communicate through tickets and review your contact information. We will give you more information around how to get signed up once we have completed roll out. If you are super excited and cannot wait please email us and we will make sure you are first in line to test it out!
Automatic updates and closed loop communication
As we progress through your ticket or support enquiry, you will receive an automatic update each time any work is made on the ticket, with the details of the work completed. This means that you will have consistent reassurance that the ticket is progressing and will be completed in due time.
Billing update
We are going to close off the August billing cycle in our current software and begin sending invoices from our new PSA in September so the invoice template will change.
Our office hours are 7.00AM - 6.00PM Mon-Fri (standard business days).
We charge a minimum remote charge of 15 minutes for support queries.
Onsite charge is a maximum of 30 minutes.
We hope the changeover is smooth sailing but as with any major change, there may be some teething issues and slight differences to get used to. We are hugely grateful for all your patience during this change. We know that you’ll love it because at the end of the day, we made this change for our customers!