FIQAS, as a service-oriented company, consistently focuses on optimizing its customer service. The abbreviation FIQAS stands for ‘First In Quality And Service,’ reflecting this commitment.
The FIQAS Servicedesk serves as the primary point of contact for customers regarding the functionality of the software provided by FIQAS. Communication concerning inquiries, incidents, and new requests occurs through ‘Service Cases,’ which are handled by the FIQAS Servicedesk employees based on the agreements made with customers.
To enhance and streamline the support process, FIQAS has developed a completely new in-house application called FIQAssist. This tool enables client contacts to communicate with FIQAS online regarding Service Cases through a chat interface, aiming to clarify the support inquiries effectively for FIQAS to respond promptly.
Users of FIQAssist have the option to track specific Service Cases, and a simple dashboard encourages relevant parties involved in a Service Case to provide the necessary follow-up. The system allows monitoring of compliance with agreed-upon Service Levels through available reports at any given time.
The user interface is modern and user-friendly, facilitating the reporting, tracking, and resolution of Service Cases. The system emerged from FIQAS’s R&D efforts, utilizing Domain Driven Design (DDD) in an Agile project to develop and implement new technology, including a .NET Core-based (platform-independent) framework with a Service-Oriented Architecture (SOA).
In this regard, FIQAssist is considered a successful ‘Proof of Concept’ for leveraging the entirely developed new technological foundation within FIQAS. This same foundation is also being used by FIQAS’s expanded technical team in the next generation of Abillity®, FIQAS’s billing and collection software.
FIQAssist was recently deployed at Simpel, the Netherlands’ most cost-effective SIM-only provider, which is already using Abillity® and now serves as an ‘early adopter’ for FIQAssist. Initial feedback from Simpel has been positive, with the system being perceived as intuitive and user-friendly.
Following the successful launch at Simpel, FIQAssist will be gradually rolled out to other FIQAS customers in the coming period.