Support services

ensuring customer satisfaction via streamlined support services

Online support desk

We use PhixFlow ourselves to monitor tickets in our online support desk, escalating issues up the management chain if needed and trending support stats to ensure continual improvement

The whole support team is made aware the moment that any new support ticket arrives to help ensure that it is answered quickly. However, tickets are initially routed to agents who are familiar with your environment, generally their ongoing relationship with you ensures quicker, more accurate responses. The vast majority of the tickets that we receive are questions on the best way to tackle a modelling problem or for clarifications on how some of the more complex analytics functions work. Whatever the ticket, we respond as quickly as we can, sharing screens with you if you need to talk through modelling options.


“How To” videos

The online, context sensitive, searchable help has an ever-growing list of how-to articles backed up by videos.

Sometimes the answer to support questions can be found in the online help. This expanding resource contains detailed and context sensitive help on all PhixFlow forms but also contains reference material and an ever-growing list of how-to articles, many with videos showing our trainers describing modelling approaches in analytics or workflows.


Regular product releases

We issue new functionality releases every three months or sooner if a customer needs something urgently

We maintain a twelve month “concept” roadmap for PhixFlow describing the headline areas of new functionality. This drives new ideas which are constantly being added for scheduling into releases both from our own vision of the product direction and from discussions with existing customers who best know what new features and improvements they need. We make sure every new feature is product grade i.e. there are no customisations in PhixFlow, every customer uses the same product, and all new features are built in a way that they will be generally useful for all users.


Testing

Because we use PhixFlow to automate our own operations, we are always the first user of each PhixFlow release

Each major PhixFlow release goes through a barrage of automated and manual tests. Standard regression tests are run automatically, daily, and we use PhixFlow itself to carry out reconciliations on all of our automated system tests.

After all these tests are successful, we upgrade our own hosted PhixFlow operational environment in which we maintain timesheets and expenses, monitor the progress of support tickets, launch and close training instances of PhixFlow and many other functions. This final step gives further confidence in the release quality and we hope that our operational use will also provide you with ideas for using PhixFlow for your own operational automation.

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