Customer Case Study – Problematic Software

Thursday, 23 August 2018
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When you purchase a computer, tablet or laptop; it’s highly unlikely that the only apps you will use are the ones that come pre-installed and ’’built-in’’

Businesses are reliant on many different types of application, known as ‘Third-Party Software’, to run their business and depending on the industry you work in, some of these apps can be tailor-made specifically for the company.

Dropbox, Xero, Adobe, Evernote…. the list of third-party software is endless, and many of these applications will require updates, communication with the internet to operate and many run silently in the background, even when you’re not using them.

As with any IT programme, problems can occur, and while we don’t provide IT support for specific third-party applications, we are here to help with IT issues and will do everything we can to find a solution as one customer found out.

A local building firm was using software called Compact to manage their accounts, and as a Support IT customer, they called when the software started running slowly to see if we could help.

Step forward Fast Response Engineer Kalem Mahoney who immediately began working to resolve the problem remotely.

As much of the data used by Compact was stored locally, a server re-start was suggested to see if that would speed things up, and as the office was quiet, they went ahead with this recommendation.

After restarting the server, an error message appeared on the user’s computer stating that the ‘data folder could not be found’ which caused a small panic; however, Kalem already had a plan B in place for just such an issue.

By re-mapping the drive on the user’s machine, they were back up and running in no time, and it was business as usual for the Finance Manager.

“Kalem was very good at explaining what he was doing to resolve my problem and most importantly, kept me informed until it was all sorted out,” said the customer after the system was confirmed as all working normally.

This is another example of how we will do everything we can to support our customers no matter the IT problem, and while some IT Support companies have a policy of not dealing with any third-party software, we will actively try to find a fix.  In scenarios where we can’t fix the software issue, we will even talk directly to the software company on your behalf to try and help resolve the situation.

If this sounds like the type of support you would like for your business, call 01792 464748 or email [email protected] to arrange a free IT review.

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