About the new and improved
Axiell Customer Service Portal
Axiell Customer Service Portal
Axiell has invested in a new and improved customer services portal to allow us to provide the best possible services to all Axiell customers worldwide.
Throughout our history, Axiell has grown by acquiring companies each of whom managed individual support forums and help desk ticketing systems. This has meant that many Axiell customers receive support and services from us in completely different ways. We want to ensure that all Axiell customers, regardless of product, service, region or language can count on consistently high standards of service from us and the first step is consolidating our support systems. Read the announcement here
Manage your customer support needs
Support ticket, logging and tracking
You can easily log support tickets, and track the status of your requests live
Browse or search Frequently asked questions within the system
Request Services Easily
You can request services through your portal such as customisation work or report building
Check the status of services
Check on the status of services live, and get details of any possible disruptions to your service within the portal
Make enhancement suggestions
Quickly and easily share your suggestions to enhancements for products and services
Modern, easy to use support software, built around you
Access your support system whenever you need to
Login through any browser from any device including mobiles, tablets, laptops and desktops.
Modern, easy to use interface
Designed to be an intuitive user experience, the system is easy to use for all users.
Personalise your views
Users can personalise their portal individually, save favourite pages, bookmark, and create personal menus based on what matters to them.
An integrated approach to customer services
Consistently High Standard Support
The new system will allow us to roll out best practice customer support practices across all of Axiell to ensure all our customers can count on the same quality of service.
Shared Support Information Between Staff
Logging support requests and account support information in a shared system means all our support staff can access information on your tickets and services. This means a wider range of staff will be able to help you when you get in contact.
A Holistic View of Customer Needs
Managing all out customers in one place, across all our areas of expertise; archive, libraries, museums, education and media will allow us to get a holistic view of customer needs and use this to inform company developments
Rollout of the system
We are rolling out the new customer services system throughout 2018 and 2019 in phases, taking one region at a time to ensure each local support team is set up correctly and can manage the transition effectively. Before we make a change in your region we will send out notifications with specific timelines. If you haven’t heard anything about this yet, that means we haven’t yet rolled this out in your region, and we’ll be in touch well before you need to log into a new system. Before the system gets rolled out for each region we will:
Sign up to the newsletter
We will send out notifications of the timeline for your region in advance of any changes. Ensure you’re getting email updates from us by signing up to the newsletter here.
You will be sent login instructions
Before the new system is up and running, you will be emailed new login details to use.
We’ll run some introductory webinars
We’ll run some free webinars to get you familiar with the support system and how it works.
A Guide for the system
A quick user guide summary will be made available to get you up and running quickly.