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ShipNet Support on Salesforce.com

At ShipNet, we are continually trying to improve our Customer Support to provide you a better service, response and resolution times.

As part of this initiative, we are consolidating our multiple support platforms to one platform, i.e. we are moving from the current ECQ and JIRA platforms to our new ShipNet Support platform on Salesforce.

At the same time, we are increasing our numbers at the HelpDesk (our 1st line of support) as we aim to reduce response times and help our technical experts (our 2nd line of support) to focus on faster resolution times.

Additionally, we are also activating glocal telephone numbers, i.e. local or regional telephone number to access ShipNet HelpDesk

How does this benefit you?

  • This will ensure that all your support issues are created, tracked and resolved at one place – ShipNet Support on Salesforce platform
  • Through the ShipNet WebDesk (the customer facing portal on this platform), you are instantly updated on your support cases while providing you a complete overview of your support cases across our entire product range.
  • ShipNet can focus our resources and effort on this one platform which will improve process efficiency and minimise effort duplication

Our deepest gratitude to those customers who have used the new ShipNet Support platform and basis your recommendations, have helped us improve the system further.

What are the next steps?

  • The Salesforce platform has been configured and ready for ShipNet Support. We are currently migrating all open support cases from ECQ and JIRA to Salesforce platform. We should complete this task within the next few days.
  • At the same time, we are also activating the ShipNet Webdesk for you, i.e. individual contacts within your company (as registered in our support system) should receive access details to log in to our new Support site.
  • At the end of this exercise, you should have access to the new ShipNet WebDesk, be able to create new support cases and view your existing open cases on this new platform
  • We aim to provide you access to view and create support cases on the new platform, and complete this step by end-NOV 2011.

What do you need to do?

We would request your patience and understanding while we carry out this crucial migration with minimal disruption to your ShipNet support needs

  • If you haven’t yet been provided the access details to the new WebDesk, please contact us (Helpdesk@shipnet.no) providing us details below – to verify the correct details and we will get it resolved right away
  • If you feel there are certain (new) users /super users in your company who would benefit from access to ShipNet Webdesk, please do let us (Helpdesk@shipnet.no) know at the earliest. We would need the following details:
  1. Name + Last Name
  2. Company:
  3. Designation:
  4. Do they need visibility to all support cases created by your company or only to those created by them?
  5. Email and telephone details

Please do contact us if you have any queries or concerns and once again, thank you for your patience and understanding.

You can download a full manual on how to use the new ShipNet support system here.