Initial contact is made with the ‘First Line’ support team in Halifax to answer any queries regarding the Transactor insurance software system. These could be questions about specific functionality or what information is required when logging a support call.

 

Whatever the nature of the enquiry, we always endeavour to provide a first-call resolution.

 

The first line team is available during office hours (9:00 until 17:30) to answer any queries or emails regarding the application. Out of hours service is available by special request.

 

Using our bespoke incident management system, ‘Cyclops’, we are able to track every stage of the fault resolution process. From logging the incident via our website, through investigation, testing and ultimately release into a live environment, Cyclops provides the tools we need to effectively monitor and report on any incident raised.

 

For more complex matters, the Halifax Support Centre is also home to our Maintenance Programming and Release & Configuration teams. Using these resources we aim to resolve any queries of a more technical nature within the shortest possible time to enable you to get on with your business.

 

The Halifax team currently consists of six maintenance programmers dealing with all the incidents logged in Cyclops; two First Line Support Analysts monitoring emails, dealing with telephone queries and replicating issues; and two Release and Configuration specialists preparing the application for delivery to customers. The entire team has the knowledge, experience and expertise to deliver a consistently superior customer experience and effectively and quickly deal with any urgent fixes and releases, in line with modern business demands.

 

Documentation is provided to all our customers outlining the process for logging incidents on Cyclops and advising the level of detail required to deal with any problems logged.