Helpdesk - Services
Our dedicated Helpdesk team are able to provide a wide range of services, each of which is designed to ensure our customers and prospective customers are assisted in realising the maximum advantage that using our software offers them.
It goes without saying that a full blown flight planning solution represents a sizeable investment to an aircraft operator. Without the necessary support services to ensure the best use of such a system, the return on investment can fall a long way short of the true potential.
At AirData we aim to ensure that all our customers are provided with the opportunity to realise the full potential of our products. This is achieved through an extensive range of services.
Below you will find a brief description of some of the services available.
Problem Reporting
Via our dedicated web portal (Halo) AirData allows customers to raise "trouble" tickets in order to report any issues that have been identified with our products.
Our helpdesk team will then investigate the issue and report back their findings on the ticket - the ticket becomes a complete record of all the activity surrounding the issue.
If a software defect is identified, then the ticket will be scheduled for action within our software development department and the customer will be advised as to the expected timescales for the fix.
Where no defect is identified then the helpdesk team will provide a full explanation of the issue and if necessary advise on best practises to avoid a repeat of the issue.
Throughout this entire process Halo provides a transparent window through onto our Helpdesk Team's activity.
Operational Advice
As a company we have a vast pool of experienced aviation professionals to draw upon. Where necessary we make this experience available to our customers.
Whilst we will always defer to our customers intimate knowledge of their business, there have been times when a situation has developed that is outside a customer's normal operating experience and comfort zone.
In these situations we will do our best to support and advise the customer until a satisfactory conclusion is reached.
More common is the situation where a customer knows what they want to achieve, but not necessarily the best way to achieve it. In this situation we work closely with the customer to ensure a correct understanding of the goal and advise accordingly.
Consultation
More applicable to new customers, but equally valid to long established customers, is the need for consultancy.
This is normally a free service that we provide, where we will undertake an investigation of the customer, or potential customer's, operational requirements. Establish their goals, needs and any limiting factors and work with them to propose the best solution available.
This is a very important aspect of our philosophy towards the way in which we conduct our business and reflects the fact that we acknowledge that while all our customers have aviation in common, each customer is unique!
Installations & Upgrades
Where appropriate our Helpdesk team provide on-site services for new installations, office moves and outstation upgrades.
We also monitor AirPlan version number's and advise customer's when upgrades become either necessary or desirable.
Pro-Active Support
As part of our Pro-active Helpdesk offerings we conduct periodic customer reviews. The objective of these review is to ensure that our customers are getting the maximum benefits that our systems offer in terms of procedures and functionality.
During these reviews we look at the operational usage, the customers objectives, areas for improvement, any concerns, future goals, third-party systems, procedures etc.
We then check that our systems are successfully addressing all the needs of our customer. Where any shortfall is identified we report back to the customer identifying areas of improvement. It is then at the customer's discretion which, if any, of the recommendations are implemented.
