A couple months ago, the eProject Support Team quietly introduced some powerful new tools to our support process with the launch of the eProject Support Portal.  We have been stewing over how to best “announce” this new capability, and figured that the eLounge was the only way to go!

Over the past few years, we have received a lot of great feedback regarding ways that we could provide better support to our customers.  One area in specific that came up time and time again; provide greater visibility into the status of cases.  As someone that has been involved with Technology Support for many years, I completely understand the frustration that mounts as you sit and wait for a response to your issue.  Over the course of the last three years we have made a strong effort to provide continuous updates during the support process.  Even when there are no updates to report, we have tried to communicate with customers so they know we are still working on their issue.  A second area; provide an online knowledge base that can be searched for known issues, workarounds and tips.  I, along with most technical users, will typically investigate and utilize self-help options first before contact a live support person.  It is quick, easy and has immediate results.  The last area that we often hear; provide a way to see the complete case history, for me as well as all my users.  Although it is typical for most customers to designate a single user, or users, to be the primary contact for support, eProject does not restrict other from submitting cases to us.  However, in that model, many application owners become frustrated due to the lack of knowledge about what other users are requesting support for, when, etc.

With the eProject Support Portal, all of these issues have been addressed…and more!  The eProject Support portal provides an easy to use interface for searching eProject Solutions, Logging Cases, and Viewing Case Status.  The Find a Solution tab offers a robust search capability into the hundreds of solution articles that our support team has written and maintains.  From the Log a Case tab, you can quickly and easily create a case for our support team.  After you submit the case, you will be immediately presented with a number of solutions that could resolve your issue.  If you find your answer, you can actually close your own case.  Finally, from the View Cases tab you can get a detailed summary of all your Open cases.  In addition you can toggle the view to show your closed cases for a complete case history.  For enterprise administrators, we can enable the “super user” function for your account, so that you can have insight into your entire organization’s open and closed case history.  As you drill down into individual case details, users can post comments, updates and even attachments to the case in order to better assist our support team in the troubleshooting process.  Previously, this all had to occur via email.  Now those capabilities are centralized in one location, using a single tool.

eProject is extremely excited to offer this enhancement to our customer support process.  Our goal is to be as responsive as possible with accurate, to the point solutions to your support needs.  To get started, simply go to the Support Portal Request Form and complete the form.  Within 24 hours you will receive a password that can be used to access the Support Portal.  In the coming weeks, a full Support Portal User’s Guide will be available.  Until then, if you have any questions, simply log a case through the portal’s “Log a Case” tab, and we will gladly help you with your questions.