The February iCams Clinic
Back in November we blogged about our first Support Clinic (formerly known as the iCams Clinic), which was a new customer support initiative for us at Hireserve. We held two free sessions at our offices in Basingstoke, where customers could come along for a morning or afternoon to run through any questions or issues with the Hireserve team.
Consistent training and support is a core part of our customer care (it’s not unusual for Jeremy, Paul or Rob to travel across the country and beyond to deliver formal training sessions), and our support desk is always open.
With the Support Clinic, we wanted to offer customers a little extra, some icing on the cake as it were: the chance to meet more of the team and receive one-to-one support for free, in a relaxed and informal environment (and fuelled by tea and biscuits!).
Yesterday heralded the second Support Clinic. We made a few tweaks to the format based on the feedback we received last time: the sessions were half an hour longer to give everyone more time, and we made sure each customer had their own dedicated Hireserve team, as we knew how important that one-to-one support was going to be.
It was great to have the sessions one on one. What was really useful was being able to talk through questions in person, which made it much easier to learn and understand solutions.
– Jade Hill, Harris Federation
What we really like about the Support Clinic is that it’s such a simple but effective way to offer our customers more. Formal training sessions are still vital as there is only so much we can cover in a three-hour clinic, but it’s a great way to for customers to pop in and touch base with us about little questions or niggles.
And it’s lovely for people to be able to put faces to the names of team members they speak to day-to-day, such as meeting Archana, who mans the support desk. For us, it’s heartening to see a room of people talking, learning and understanding more about Hireserve ATS (formerly known as iCams). Accompanied, of course, by that all important cup of tea.
It’s a brilliant format and very helpful.
– Vicky Thorburn, BuroHappold Engineering
We’ll be looking at running another iCams Clinic in the near future, so please keep your eyes peeled. If interest in the iCams Clinic continues to grow, we would like to look at bringing the sessions out of the office in order to cover a wider geographical area.
If you would like to register your interest for future clinics, please email firstname.lastname@example.org who will keep you posted with any information.