Itility CRM solutions, UK providers of customised CRM software.
Itility CRM solutions, Uk providers of customised CRM software.

Active Support

At Itility we have become famous for our 'Active Support'..

Many organisations support function is just a division of the company who merely keep the solution going and satisfy customer complaints!! At Itility our support team is the heart of our business..

Itility is software as a service provider, delivering solutions through the web on month by month deal, a quality service and solid support process is paramount to our success, we realised this from day one and have worked hard to develop what is now proudly known as 'Active Support'.

Every member of 'Active Support' team is totally aware of all new clients, and provided with full details of the clients customised CRM and its individual functions, with one named Itility professional taking on the role of your personal Itility expert.

Not only does this mean that you have a whole team at your disposal should you have any queries or require advice, but importantly you have an individual Itility expert pro-actively monitoring your Itility CRM, ensuring any potential issues are satisfied before they even arise and positively looking at how you can gain greater value from your Itility CRM.

Itility CRM support

Itility can offer bespoke support packages which are all part of your agreed service, but our basic CRM's are delivered with a guaranteed response time.

Itilitys' 'Active Support' team has drawn from its collective years of practical experience to develop an understanding of the support needs of organisations for whose solution is business critical. Our infrastructure for responding to and escalating support requests has been rigorously thought through and honoured.

We have developed a range of support options that allow us to diagnose case causes as quickly as possible and pass them on to the most appropriate team member for action. We have dedicated phone and email pathways to maximise the availability of our support mechanisms and ensure that you get the attention and resolution as quickly as possible.

Itility support issues all have their own unique case reference number and are tracked in our support system. Full reports on all instances of support are made available as part of your monthly service review. Interactive support is available out of office hours for those whose business processes demand access to Itility resources at any time of day or night, and unlike some software support agreements, we do not impose any limits on the number of cases that can be raised in any single day or month of your contract.

Our data centre is staffed by Level Three technicians twenty four hours a day to attend to network security and stability and guarantee our service is always available.