MD Eithne Rosenmeier reflects on our recent Minder Webinar and shares answers to some FAQs
We were delighted to have so many people join us for our on-line Minder Service event. It was the first time we had run a webinar like this and the feedback we’ve received suggested that attendees found it really useful.
Minder was developed by our HISL team to support customers who have invested in COINS and who want to leverage the rich functionality of this software in the best and correct way. The service is tailored to individual customer needs and covers everything from business queries/problems, user access and pre-built selections to upgrade regression testing.
We partner closely with COINS co-ordinating customer upgrades and direct access to appropriate resource should this be required for application issues/technical support (COINS do very little to deliver this!). The service, which has been available since 2007, is proving particularly popular while so many people are remote-working. During the webinar we received some interesting questions and I thought it might be useful to share some answers to the most frequently asked ones here.
How does the Minder Service differ from COINS support?
While COINS support is focused on fixing application bugs, other queries such as process questions and training, are sent on to the Account Manager who will arrange business consultancy to support clients’ request via CSRs which can take time. Minder fills that gap by providing a fast response service to help users get the best out of COINS.
Can end users call the Minder service directly?
We encourage people to use the on-line portal to allow all information to be collated and to enable the team time to answer the query with the most efficient response. However, we do have a support phone number if your request is very urgent.
Where does Minder support stop and formal training start?
If your query is something we can work through with a COINS user within an hour, it falls under Minder. If our consultant believes that a user is unfamiliar with using COINS and the query cannot be answered within a reasonable amount of time, we will recommend that this is moved from the Minder service into a consultancy request which leads to training.
Do you provide onsite training?
Under normal circumstances we do provide onsite training, but due to current Covid-19 restrictions this is offered via shorter on-line sessions.
How quickly do you respond to queries?
We always do our best to ensure tickets are answered as quickly as possible, it is important to our customers and our reputation. We operate on a first in/first out basis and aim to provide a response to all tickets within the working day. We do not operate service level agreements as we cannot predict the time to resolve a ticket until we review it in detail. Tickets vary in complexity; some a relatively simple to resolve while others require in depth investigation and possible consultancy or COINS application support. We ask customers to telephone through business-critical problems in addition to using the online portal – so that we can re-prioritise such tickets.
How does regression testing work?
Once we have looked at your module licence to understand what you are using in COINS, we liaise with you to ensure the key processes and any customer specific tests are executed. We run the tests as a root user to show that COINS is still working as anticipated and that any issue is not due to changes in user access.
Contact us via our request form to find out more about Minder, or email Lindsey@hisl.co.uk and request a call to discuss your particular Minder needs.