Keywest Technology announced today a major overhaul of its TotalCARE digital signage support system. The company said the change is a response to not only how newer software products and services require support, but also a reflection of the changing demographics and skills of customers and methods that best support them.
The revised support plan and procedures were launched in mid-December of 2012. The company's support team evaluated several help desk programs, and after much testing and consideration, settled on Kayako's Fusion platform. According to Lisa Ramsour, Keywest Technology's customer service manager, "We are providing unparalleled customer support with our new help desk because it automates and streamlines the process, making it more efficient to handle different product lines and different types of clients seamlessly."
The new support system was instituted to better serve customers now and in the future. For over ten years the company only produced a premises-based software that ran strictly on Windows, but today, that paradigm is quickly changing.
"Our newest digital signage software systems run not only on Windows but also Linux and Android," said Nick Nichols, Keywest president and CTO. "We have designed our latest system to operate in a virtualized environment that no longer requires local IT expertise to setup and operate."
For this reason, the demographic profile of digital signage users has become less technical and much more creative. This also means they need far less technical support to get their digital sign system configured and launched, yet may still desire different kinds of help that have more to do with operational, communication and creative questions related to digital signage application and practice.
The all-new TotalCARE support system is available immediately to Keywest Technology customer's from the company's corporate website or digital signage product microsite. As new product lines are announced in 2013, the help desk will be expanded to cover each product with individualized features for any given support need.
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