Paragon Software Systems, the UK’s leading provider of routing and scheduling software, has boosted its hotline team with the appointment of two additional analysts, increasing the full-time team to six. The expansion will further Paragon’s ability to offer a specialised hotline service to its growing global client base, helping customers overcome the complex transport and order fulfilment challenges they face.
Unlike most other help desks, Paragon’s hotline team provides in-depth first line support using extensive technical and customer service expertise. It combines phone, email and live webchat, along with remote diagnostics and health checks, to offer immediate and round-the-clock access to expert advice. As a result, more than 97 per cent of incoming issues are resolved without the need for escalation to the company’s wider support and development teams.
Phil Ingham, Support Director of Paragon Software Systems commented: “Paragon’s routing and scheduling software is critical to our customers’ demanding delivery schedules. The hotline team’s wide-ranging technical knowledge and experience means we can quickly resolve our customers’ support issues, even when they are unrelated to our own technology. The continued investment in our hotline service is part of our commitment to providing exceptional presale, implementation and in-life support, regularly going the extra mile to help our customers maximise fleet efficiency and service levels.”
Paragon customer Donna Crabtree, Transport Compliance Manager, Bensons for Beds said: “The Paragon hotline team has supplied us with first class service. The team are friendly and approachable and are able to resolve any queries quickly so that we can focus on giving our customers the highest possible service levels”
Paragon now operates a team of technical support analysts and implementation consultants, working alongside its dedicated development function. The expansion of the Hotline Team will allow the company’s support consultants in the UK, US and China to further focus on helping customers make the most of their Paragon routing and scheduling software.