Transition to a ticketed support system
Published May 1st 2024.
Dear Customer,
I hope this message finds you well.
Allow me to introduce myself: I am Shane O'Connor, Operations Manager at iDonate. As part of my responsibilities, I am focused on driving organizational change and optimizing our systems and processes to better serve you, our valued partners.
With this in mind, we have made the strategic decision to transition to a new system of client support. This transition aims to provide you with more meaningful, timely, agile, and measurable support, while also enabling us to structure our internal operations in a way that fosters innovation.
Our objective remains clear: to continue delivering the exceptional customer service that you’ve come to love, but with even quicker turnaround times, all without compromising the personal touch that sets us apart. To achieve this, we will be fully transitioning to a ticketed helpdesk system and assigning dedicated Customer Success Managers to each of you.
What does this mean for you? Faster response times, trackable communication, and dedicated oversight of all your requests. In the coming weeks, you’ll have access to a customer portal where all your interactions with iDonate from across your entire organisation will be available to view, providing transparency and a single point of reference for all of your correspondence.
Of course, you can still reach out to us via phone or request meetings. Initially, there will be no change in how you contact us. Your emails and calls will automatically be logged into our helpdesk system, generating a ticket for further action.
This transition will be implemented gradually over the coming weeks. Your assigned account manager will be in touch to introduce themselves and facilitate a smooth transition.
We are committed to ensuring that this transition results in an even higher level of service for you. Should you ever feel that we are falling short of this commitment, please do not hesitate to inform us so that we may address any concerns promptly.
Thank you for your continued partnership and trust in iDonate.
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