The XPLAN support team at Planfocus is one of the most experienced technical teams in Australia. When you call Planfocus, you are speaking to the experts. We have been solving advice technology problems since 1996.
But it takes more than just experience to take support from good to great. So how is it done?
When does good support become great? How can you tell if the investment you’re making in your XPLAN support is actually repaying you in improved efficiency and quality advice production?
A good support service should be able to respond to customer queries or issues as quickly as possible. A great service will resolve issues on first contact at least 87% of the time. How does your support team stack up?
Support staff should all have in-depth knowledge of the software they are supporting. Whether this is modelling a complex scenario in Wealthsolver, Xtools+ or IPS, or identifying a syntax error in a merge report. Great support teams communicate technical information in a clear and easy-to-understand manner, without the jargon and where possible, take the time to show you ‘how to fix it yourself’.
A good support team communicates effectively with customers and listens to your problems and concerns. Great support teams are also courteous, patient, and empathetic. Most importantly. they understand the nature of advice, service and your client imperative.
Great support teams offer workarounds, suggestions or even temporary solutions while a permanent fix is either in design or investigation.
Good support becomes great support when you proactively identify potential issues even before they become major problems. Great XPLAN support focuses on ensuring advisers are getting the maximum value from their XPLAN licenses. With a commitment to resolving issues in a timely and effective manner.
So, if you aren’t getting really great XPLAN support, maybe it’s time to reconsider the team you are relying on. Give Planfocus a call on 1300 361 973, or visit our website at www.planfocus.com.au to learn more.
