The Contensis Support Portal gives you instant access to everything Contensis. Every customer has access and every customer can communicate through our forums and knowledge share.
We have spent a lot of time ensuring you have the facilities in place you need to deliver your projects, without needing physical support too often.
Good documentation and information is at the heart of our strategic direction.
Let's take a look at how the support Portal would work for you.
This screenshot shows the registration page for the Contensis Support Portal.
As soon as we welcome you into the Contensis fold, the first step from our point of view is adding you to our Customer Management System.
This step automatically triggers the availability of our support portal to any of the users at your organisation, and registration is just five textboxes away.
Once you have access to the support portal we provide you with a wealth of information, targeted at different types of user. Typically the information is split into Administrators, Editors and Developers.
The reason for this split is to try and reduce information overload for individuals who, for example, are not interested in the Core.Net API.
This screenshot shows the Contensis Support Dashboard.
The Support Dashboard
The Support Dashboard gives you a quick segmentation of information that is relevant to you.
We have a 'What's New', which shows you all the latest articles, a Latest Forum Posts, which shows you what's going on in the forums, as well as instant access to your helpdesk posts and latest videos.
With no more than a few clicks you can get directly to the information you require.
The most frequently used part of the dashboard is probably the search which along with all the other controls in use, are standard Contensis controls.
This screenshot shows the Help Desk Issues component from the Support Dashboard
From the dashboard you can instantly access the help desk issues that are open for you and your team, and of course raise an issue if you need to.
We split the tickets down into manageable categories, so you can easily get a high level overview of the status of your tickets.
This screenshot shows the Latest Videos control on the Contensis Dashboard; again a standard Contensis control that you could insert on your site.
We have employed the use of video tutorials for years now and, to a degree, they can almost replace some aspects of user training. They are certainly very useful if you are coming to do something new, and we are always looking for new topics to cover.
The suite covers a whole range of standard tasks that the every-day user will want to accomplish, and they are often useful just as a refresher if you haven't used Contensis for a period of time, perhaps.
This screenshot shows the Contensis Forums on the support site; again this is a standard Contensis module.
We are a big believer in user contribution, and have recently released our Support Forum to promote interaction between our customers.
The forums have a large following and generally, if one of the communities doesn't answer a question we will try to.
We regularly monitor the forums.
The support site is full of general support articles ranging from configuring a new webserver to uploading an image. Just search and you are likely to find the result you want.
The Contensis User Manual
The Contensis manual covers all areas of Contensis, from initial installation to templates to full deployment. This manual when printed is in excess of 250 pages of A4. If you want to know about how to do it in Contensis, look no further.
We ensure that all our customers are receiving the level of support they expect
The support team's sole business activity is to ensure that our customers are supported in such a way that makes then happy to be a Contensis customer.
The support team feeds directly into the development team, and analyse areas of the system that can be improved to reduce support issues. This ultimately leads to a better customer experience.
The support team is wholly driven by our contractual SLAs. If you have a problem, our intent is to solve it as quickly as possible, or direct you in the correct way.
We regularly get members of the development team involved in support, as this gives them the chance to understand the problems a customer could face, which ultimately leads to a better system being developed.
Some of the standard tasks the support team face
Monitor the Forums - to assist where possible with customer queries
Monitor the Helpdesk, to ensure tickets are picked up and assigned to the right person
Enhance and extend system documentation whenever a new feature is being released
Keep customers informed with new changes and updates to the product
Ultimately ensuring our SLAs are met
This screenshot shows the help icon that can be clicked on at any time to get context sensitive help.
Whenever you are within the Contensis CMS you can be assured that a Help icon is very close. Every screen has a context-sensitive Help icon which, when clicked, will take you directly through to the Online Support Portal.
Because Help is context-sensitive, you should be able to immediately find the solution to your query or, depending upon the type of query, perhaps even watch a video about the topic.
Whenever we release a new version of Contensis we ensure that the support is updated.
As well as providing this type of help, we also ensure that all labels are sensibly named and many of the options and screens contain tooltips, which explain the function of a particular action.
In the example we are looking at here, you can see that we are inserting a menu control. When we hover over the different elements, the menu will
This Screenshot shows the Breadcrumb Control Tooltip.
This Screenshot shows the Breadcrumb Control Tooltip.
With many suppliers you may just be a number on an account list, but here at Contensis we want to work with you for years.
We aim to create a partnership with our customers, whereby both you and we benefit from the relationship.
We will ensure that as soon as you become a customer you have a dedicated Account Manager.
You can of course use any of the routes available through our standard channels for project work, support and advice, but having a dedicated account manager ensures you can find the right route in quickly and efficiently.
We aim to come and see you regularly, so we can understand your ever changing needs, and ensure we are always one step ahead of your business requirements.
Normally the account managers are slit into sectors so that they are used to your type of organisation, but no organisation is the same, and the account manager will get to know you well and understand your unique needs.