Managing Director, Eithne Rosenmeier, believes our unique Minder Service ensures customers can make the most of their COINS investment, wherever they are working.
Many organisations invest significant amounts of money in COINS software but very often business activities take priority and the correct use of the application gets lost in the mix. User base changes and people who problem-solve with alternate methods can reduce the efficiency of the application and create unnecessary errors.
Our customers are finding the Minder service to be even more helpful for users working remotely. Minder is a great way to ensure fast access to advice on business problems, user access and maintenance. One client recently told me:
“We come to HISL for support because we don’t have the level of COINS knowledge in house to resolve problems, do training and develop the system. The COINS helpdesk is really only for when the software is not working, not when we do not understand how to use the software. The support of Henley has been valuable to ensure we can use the system and develop it to its full potential.”
In addition to the software support provided by COINS, Minder is designed to help users stay on track with best practice use of the system; offering expert advice and system administration, reducing hold-ups in business as usualprocesses. Minder also keeps people up to date with the latest functionality and thorough regression testing, allowing users to focus on their ‘day job’.
Our Minder service options are;
- User Access and Authorities Management/Admin
We can rapidly determine COINS user access concerns by filtering menu options and controlling authorisation limits. We can also introduce improved, workable allocation and segregation of duties, mapped in our advanced, easy-to-use user-access groups.
- Problem solving
Our advisors can resolve business challenges quickly – particularly around processing confusion. We can hand-hold your users with ‘how do I?’ and ‘why can’t I?’ queries and execute both printed and emailed form changes.
- Regression Testing and Service Packs
Our team can undertake your time-consuming regression testing, ensuring you have the most up-to-date COINS functionality and time to focus on important business activities.
Minder customers receive a Monthly Status Report that allows your team to identify knowledge gaps, problem areas and training needs. Our flexible team provides a wide range of services including:
- Access to daily advice via phone or online ticket portal
- Fast-track ticket logging with COINS on your behalf – where an application fix is required
- Regression tests for upgrades
- Updating your environment with service packs
- Highlighting knowledge gaps and training requirements
- Delivering clarity of user segregation through adoption of our HISL matrix
- User access maintenance executed by a third party – preferred by auditors
As an approved COINS Partner, we have been supporting COINS customers since 2007. I’ll leave the last word to someone we’ve been working with for many years:
“As an IT Manager, having HISL’s Minder service on board has improved my working life dramatically. We have access to knowledgeable, friendly and extremely competent support staff who can’t do enough to help. I only wish we’d had Minder from the very start of our COINS journey.”
If you would like to know more about our Minder service, contact us through our online enquiry form, or email lindsey@hisl.co.uk