The SupportNet we have all become familiar with over the last 10 years (yes, it’s been around that long!) has served us extremely well but, with the fast moving landscape of today’s technology, we know it’s time to move on.
As well as the moving times, we recognise that SupportNet is a very busy portal with 28,000 active users visiting the site up to 100,000 times each month. Each year, our customers log over 30,000 cases and view over 10 million pages. And so we made the decision last year to update SupportNet with a new and improved portal.
What will the new portal be like?
The project has now been running for just over 3 months and we are definitely beginning to see the future taking shape. There are some powerful new additions to what you can do with the technology:
- Support for mobile devices – with more and more of us increasing our everyday use of tablets and smartphones, we’ve ensured the new portal can adapt to these devices.
- Dashboard reporting and analysis - to help you follow progress and understand the overall picture at a glance
- Profile Management - this will allow you to select your specific areas of interest, helping us filter information so that we can bring you only the information which is relevant to you.
The introduction of this new technology platform also lays the foundations for us to introduce some fundamental enhancements to the current functionality. This includes the ability to add and view attachments, an expanded search functionality for articles and documents, as well as a new look and feel for the forums used by so many of you. (The forum gets 25,000 posts a year to be exact!)
Here’s a sneak peek at the new portal dashboard…
What’s the feedback so far?
We have been working with a group of 30 users representing all sectors of the customer and partner community and their feedback has been incredibly useful in helping us to understand how to create a portal that works for you. One customer said: “It all feels quite different. Feels flatter, fewer clicks to get to where you need…Design is nice, clean and clear!”
So, what happens next? Well, we are continuing to work closely with the selected users on fleshing out the new system and working on the plans to move over in the next 3 or 4 months. Please keep an eye out for communications in newsletters, emails, online articles or even presentations at upcoming user groups and conferences.We need your helpWe want to get as many people as possible to test and validate the new software. So that’s where you come in. During the next 2-3 months, we will be inviting every SupportNet user to try out the new portal, available as a Beta release. Watch this space and SupportNet for more details.
In the meantime, if you have any questions or want to know more, please drop me a line.