Applications of IT in Research
ORC CustomerCare
ORC CustomerCare is our dedicated customer care system, through which you can log any technical incidents or enquiries, and monitor their progress. Clients can log issues through our customer care team by e-mail, telephone, or through a website. The system utilises a unique architecture, which ensures it is faster and more responsive than other applications of this type.
For ease of use, the website has been designed with a familiar Microsoft Office look and feel. By simply entering a brief description of your technical issue, you will be provided with a link to FAQs and details of previously resolved problems. The website also contains comprehensive web support "help pages" to guide you through our online helpdesk. You will be sent a link to the web site and your login details once your portal has been commissioned.
Alternatively you can log a new issue by using the CustomerCare e-mail address or telephone number. You will be able to make contact with one of the care team who will be able to resolve your enquiry. They can be reached on: support@orc.co.uk or 020 7675 1196.
Our ORC CustomerCare e-mail address and phone line is manned from 9am to 5pm, Monday to Friday, excluding public holidays. The phone line also has a voicemail system where you can leave out-of-hours messages, to ensure a speedy response.
ORC International CustomerCare benefits
- First class customer care
- Access to full-time support staff
- Web, telephone and e-mail support on dedicated website/phone lines/ e-mail
- General enquiries and incident reporting
- Incident tracking online
- Fast response times
- Allocation of dedicated resource to each incident to mange to successful conclusion
- Regular client update (4 hourly) during open incident
- Incident closure and follow up
- Management reports available
If you’d like a more in-depth understanding of how the system works, we’ll be hosting regular, informal ‘drop-in’ hour-long training sessions, where a member of our customer care or portal management team will help you find out more about both ORC AccessPoint and the ORC CustomerCare support system. Contact support@orc.co.uk to find out more.
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Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
