Allocate Software

Allocate Software is an AIM listed company with specialisms in workforce optimisation to the Health, Defence and Maritime sectors. Indeed, Allocate Software are the primary supplier of software to the NHS in the UK.

With many thousands of customers alongside Allocate's growth, providing technical support was becoming a strain using traditional methods, i.e. email and phone. Moreover, the requirement to perform to SLAs with UK hospital trusts and other emergency services was also difficult to achieve due to the lack of auditable measures and online efficiencies.

I wanted to drop you a short note to recognise the outstanding impact that you and your team delivered in achieving the portal readiness for the national user group meeting. Just to confirm we achieved 112 portal registrations from the 22 demos delivered across the two days. The customer feedback was sensational and every demo received active engagement and on three occasions it was standing room only. I truly appreciate the extra mile S-digital has given, especially in the quick turnaround in the past 48 hours.

Chris Farnath, Director, International Support, Allocate Software PLC

The brief

Since Microsoft Dynamics already provided the back-office ticketing support system, it made sense to create a customer portal to deliver the required ticket capability directly to the customer over the Internet. Thus, customers could raise tickets and see the progress, history and completion of their issues transparently.

A full FAQ and knowledge base was required to provide support and reduce the number of tickets raised, if information on a customer's issue could be found easily by them.

The requirements also included reporting functions to demonstrate SLA compliance to customers but also deliver senior management reports to Allocate to determine which trusts were raising most cases, which products were causing most support problems and whether Allocate were adhering to response times.

Allocate Customer Portal - Project Image

The approach

The approach required deep integration with MS Dynamics and MS SharePoint to deliver a seamless solution that provided authenticated customers access to only appropriate documents, FAQs and case options depending upon the products that each customer has licensed.

We also evaluated the workflow associated with popular customer goals to deliver a streamlined and informative user experience.

Thousands of users can login to review their fully personalised dashboard to create, amend and review their support tickets. The portal also generates regular email communications whenever the status of tickets or new downloads are available using our absolutelyinteractive email marketing solution.

A dedicated reporting area provides a summary of current case status by organisation, case by severity, time to close on a month-by-month and quarter-by-quarter basis.

Key features include:

  • Automated Customer Profiling
  • Transaction Surveys and Administration Dashboards
  • On Demand Reporting, Push reporting (Monthly SLA reports)
  • Push product information (RSS feeds)
  • Further Integration with (bespoke) Time Care portal
  • Support geographical differences in terms of time zones and languages, including Swedish
  • Knowledge base migration to SharePoint, including search, rating, download metrics and dynamic matching
  • Product update notifications and announcements system
  • Additional recipients on Scorecard Reports

In conclusion

The solution has been revered as a great success and the system goes from strength to strength; we believe that it offers one of the most sophisticated and usable customer support portals in the sector, and reflects Allocate’ enviable position as the leader in its marketplace.