We are making some significant changes to how we handle support, and we think you are going to notice the difference quickly. Here is what is coming and what it means for you and your team.
The new portal gives us a much better channel for staying in touch with you proactively. Rather than waiting for something to go wrong, we can share product news, tips, tricks, and incident updates as they happen, helping you get more out of your SKG products and services day to day.
At the moment, many support cases come in by email, which means we often have to come back to you asking for basic information such as your version number or bank connectivity details. It also means CC lists can spiral, auto-replies stack up, and cases go off in several directions at once.
With the new portal, all of that changes. The right information is captured upfront through structured questions, so we can get to work immediately. Experience tells us that the customers who get the most out of support are those with one or two dedicated key users who build up knowledge over time, resolve more issues themselves, and have a more productive relationship with our team when they do need to escalate.
When you log in to the new hub, you will be able to ask your question before logging a ticket. An AI assistant will search for relevant answers, and there is a reasonable chance you will find what you need without raising a case at all, or at least be able to narrow things down before you do.
Behind the scenes, our team benefits too. AI can search through historical tickets and release notes far faster than any manual search. Less time digging means more time solving.
We have all been in the situation where something is genuinely easier to discuss than to explain in writing, but arranging a meeting takes days of back-and-forth. Once your case is assigned to a consultant in the new portal, you will be able to view their availability and book a time that works for you directly. No more waiting on emails.
When a case is closed, you will receive a closing comment summarising the resolution, along with a short survey. We would genuinely love to hear how we did. Your feedback helps us improve, and every response is read.
We will move our customers in smaller groups, and you will get notified when it is your turn – in the meantime: it is business as usual. This is a big shift internally as well, and we appreciate your patience as we settle into the new system. If you have questions in the meantime, please do not hesitate to get in touch.
— Helle and the SKG Support Team
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