Keywest Technology has announced a significant overhaul of its TotalCARE™ support system, enhancing its capability to address the dynamic needs of today’s digital signage customers. This transformation is part of Keywest’s commitment to providing exceptional support, evolving from their original premise-based software model to a diverse, cloud-based product line.
Adapting to a Changing Landscape
Initially launched over six years ago, Keywest Technology’s support plan was tailored for a singular, premise-based software running on Windows. However, with the shift towards cloud-based solutions and the integration of systems compatible with Windows, Linux, and Android, the company recognized the necessity for a more versatile and comprehensive support system.
Nick Nichols, Keywest Technology’s president and CTO, explained, “Our latest digital signage software operates in a virtualized environment, eliminating the need for local IT expertise. This shift has broadened our customer base, introducing users with more creative and operational needs rather than purely technical ones.”
Introducing the Kayako Fusion Platform
To better manage these diverse requirements, Keywest Technology has adopted the Kayako Fusion platform. Lisa Ramsour, the company’s customer service manager, emphasized the benefits, stating, “Our new help desk automates and streamlines support processes, allowing us to efficiently manage different product lines and client needs seamlessly.”
The new TotalCARE™ system, launched in mid-December 2012, offers features designed to enhance customer service. This includes the ability to create support tickets that are automatically prioritized and assigned case numbers. These tickets are then directed to appropriate team members based on warranty status, product type, and issue severity.
Enhanced Customer Support Features
Keywest Technology’s revamped support system includes a real-time chat feature, enabling customers to quickly resolve minor issues without the need to create a ticket. This ensures prompt assistance directly from product support personnel, enhancing overall customer satisfaction.
Ramsour is confident in the new system’s ability to meet customer needs, stating, “Our experience, combined with this new process, ensures that no customer will fall through the cracks, regardless of their support needs.”
Immediate Availability and Future Expansion
The all-new TotalCARE™ support system is now accessible via Keywest Technology’s corporate website (www.keywesttechnology.com) and the MediaZone Pro product microsite (www.MediaZonePro.com). As Keywest Technology continues to expand its product lines throughout 2013, the help desk will be further developed to incorporate features tailored to specific support requirements for each new product.
About Keywest Technology
Keywest Technology designs comprehensive digital signage systems, offering solutions from basic playback to complex multi-sign and interactive networks. The company integrates key software technologies, creative design, system design, and comprehensive support to deliver holistic digital signage solutions.
