We take great pride in the level of support we provide for our users. We think it's something offices appreciate, but it's also what they expect for software that they rely on to get their jobs done, especially during busy times like this.
We've seen some big changes within our UK business since the General Election last year. More than 100 of our users stood down, or sadly lost their seats, while we have onboarded more than 300 new offices. After all this change we now have 750 offices all over the UK, and more than 4000 active users, many of whom spend all day every day using using Caseworker.
At the same time our business has moved to working entirely from home in response to the Covid-19 outbreak, a situation that looks likely to be in place for a while! So we've had to think about how we can maintain our service while working remotely, and managing this huge increase in users at the same time - all while not compromising on our standards! We like to try and be as open as possible with our users, so we thought it would be a good idea to write a quick blog outlining what's happened, what's changed and what we're seeing in the early results.
First things first - we've been busy! Since the 12th December our team has managed around 4000 support cases. That's almost 25% of the total cases we've dealt with in the last 5 years, in less than four months. In March alone about we received more than 1500 cases, as our users adjusted to working from home too.
About 35% of those cases have come in via the phone, which means we've had to use a lot of staff resources answering calls. We therefore made a decision that to ensure everyone gets served, and to be certain we can manage any spikes, we would respond to this by implementing call queueing. However, we're still keen to ensure our users get served as quickly as before, so we're pleased to let you know that our early stats show that support calls are picked up, on average, in less than 8 seconds.
Everything else comes into our office via email. We try and respond to emails as quickly as possible upon receipt - that helps us keep users in the loop, and to answer questions as speedily as we can. Some issues will always require a few emails to go back and forward, however we're really happy that, on average, our turnaround time for email cases is around an hour, even during this period where we've been busier than ever.
We want to keep this up, and improve where possible as we move forward. We're still in the early stages of learning to work remotely, while helping our users get the best out of the system as they too find their usual work processes disrupted. That means we're going to keep a close eye on our service levels, and think about how we can get better. We've already implemented one idea to help users get answers a little bit quicker.
We've noticed that a relatively large number of cases that come our way are very similar. Of course we've always had our manual, and we try to keep the system as easy to use as possible, but we also wanted to have a new 'FAQs' section, which will allow users to find out the answer to some of their questions even more quickly. Hopefully this will mean users can get on with certain things instantly - which is much faster than our team can manage, even if we get back to you really quickly!
We don't want to stop our users from contacting us, or raise barriers to communication. After all there's no better route to improving Caseworker, than hearing directly from those that do this work day in and day out. But we think a new FAQs section will help some users get on with what they want to be doing even faster. You'll be able to find your FAQs in the Tools tab of the Caseworker system under the 'Help' header
In the meantime, we hope you haven't noticed much of a change from our support service in the last few months - and we want our users to keep in touch, it's what we're here for!