Global mining technology company, Maptek, is launching a new customer portal to better serve more than 6500 Vulcan users, in January 2013. The online tool allows customers to track and manage their support cases, search a knowledge base of FAQs, solutions and ‘how-to’ videos, and learn from tips and tricks. A users forum will offer a channel to comment and share information with global peers.
In addition to personal support cases, customers have access to a repository of more than 400 solution articles. Vulcan downloads will also be accessible via the portal. ‘We want customers to be able to easily access information,’ said Stewart Maurer, Director of Global Marketing. ‘This is something they have asked for, and it will be an essential tool in our Maptek customer service matrix.’
Maptek responds to more than 7,000 support cases annually, with a year-on-year 99 percent satisfaction rate. This was another motivator for the upgraded users area. ‘We want a 100 percent satisfaction rate and will do what we can to achieve it,’ explained Maurer.
Access to the portal is available at no extra cost to all Vulcan users with current maintenance. Information about creating accounts will be sent by email early in the new year, along with a secure login.
‘While our products are the best in the industry, simply making good software or hardware isn’t enough,’ said Maurer. ‘More and more it is the support we provide that sets us apart. The portal enhances the services we offer and gives customers the tools they expect.’
Attendees at the North American Users Conference had a preview in October. During 2013 the portal will be extended to users of I-Site products, with BlastLogic and Eureka to follow.
