7 days of support calls - why do our customers phone?

About Start Software

Start Software is an award-winning developer and leading publisher of asbestos software, systems for the legal services industry and more.

Want to know more about asbestos software Alpha Tracker? Alpha Tracker is the most used asbestos software in the UK, Australia & New Zealand with more than 60m items of asbestos data stored.

Our legal services software Alpha Legal helps will writers, accountants, solicitors, IFAs and estate agents to communicate securely with clients. Read about developments here on the blog.

Or need help with Alpha Anywhere or Alpha Transform projects or software development? You'll find useful info here.

7 days of support calls - why do our customers phone?

7 days of support calls at Start Software - 13/9/2013 to 20/9/2013

Why do our customers phone us for help?

Every call to our support line - 0845 612 2402 - is logged and analysed as part of our ISO9001 Quality System and our commitment to customer satisfaction. Here's the breakdown from last week:

a quarter of the calls into the office were requests for modifications to our asbestos software systems, Tracker and Alpha Tracker. Our customers ask for extra features, new data exports or modified asbestos survey reports - no problem at all
one in ten calls were requests for help with general IT problems - not our software at all! We always do our best to help but we do have to prioritise calls which relate to our software systems, naturally
five calls last week were reporting software problems but when we tried to to reproduce the problem ourselves, we couldn't. It really helps us to fix problems if you can show us exactly how to make the problem happen.

In total last week, only 13 calls were actually reports of software "bugs" - errors or unexpected behaviour in our software systems. That's 13 too many of course and we strive to keep on top of software errors to help you get on with your business as smoothly as possible.

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