01/06/2009 Inisoft Provides Invaluable Support to Business Link East Business Link East has extended its partnership with Inisoft for a third year with Inisoft engaged in the delivery of enhanced support services for its Captavia CRM solution which is at the heart of the regional business information system. As a rapidly developing and changing organisation, BLE required a customised support service from Inisoft that went beyond traditional call logging and issue resolution. Inisoft experience shows that in common with many CRM implementations, providing suitable support in the early phases of system use greatly improves the user satisfaction and overall system adoption. Working closely with the CRM Manager of BLE, an enhanced support service was devised to provide additional support to the many new system users. In addition, the enhanced service provides users with an ‘open’ question facility operating over an extended range of hours. Users are therefore encouraged to use the system confident in the knowledge that they could call upon the Inisoft support team for any issue from the most trivial to the extremely complex. As a part of the support service, Inisoft also devised several ‘Roving Surgery’’ sessions across the multiple BLE locations providing face to face support. The enhanced support service therefore ensures an optimum mix of telephone and on-site support for the developing system and its new users. Its positive impact is underlined by the fact that system usage and data quality rose significantly following this supportive and consultative approach. The service coverage has now expanded beyond BLE Staff to encompass many other associated customers and suppliers. Beverley Mead, CRM Manger BLE, is delighted with the level of support. “Direct helpdesk support from Inisoft has proved invaluable in enabling BLE users to positively engage with Captavia ensuring that individual performances are maximised and that organisational successes are accurately reflected to our contract holders” Background Captavia is a product of Inisoft Ltd which has been producing high quality software products for over 19 years. Based in Glasgow, Inisoft is a part of the Murray International Holdings group of companies, a widely-based private group with annual sales of over £540m. Captavia was initially launched in 2002 and quickly adopted by the majority of the UK Business Link network at that time. In its latest form, Captavia is used by organisations such as Business Link West Midlands, East of England Development Agency, Welsh Assembly Government and Manchester Solutions in the delivery of Business Support and Skills Development activities.