Web-enabled support benefits EdgeCAM users worldwide

Pathtarce has enhanced its support facility with a web-conferencing Support Center from Webex, enabling interactive exchange between the company and its customers or resellers anywhere in the world. “In the past, an incoming support call might typically involve a long and detailed conversation just to enable our engineers to determine the problem," says Pathtrace sales director Simon Lee. "With the complexity of some of our customers’ operations, even our most skilled support staff could find it difficult to quickly understand matters over the telephone. “However, the Webex facility has enabled us to elevate our support activities to a completely new level. If the customer’s query cannot be settled straightaway, our engineer can ask them to click on the ‘support session’ option within EdgeCAM’s help menu. This will initiate a joint session, where both people can view – and effectively share control of – the user’s screen. It is a much more visual approach, enabling issues to be identified and resolved extremely quickly.” A further major benefit is that experts from EdgeCAM operations anywhere in the world can easily be brought into the live session, if that’s what it takes to answer a particularly complex or unusual point. Likewise, support staff no longer need to make costly and time-consuming journeys to customers’ sites to resolve their problems. This, in turn, enables more support calls to be handled by each staff member, while simultaneously reducing pressure on Pathrace’s travel budget.