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Support


 Implementation

At Open Destinations we pride ourselves in delivering projects to time and to budget. Projects are managed using our development framework and standard project controls to ensure smooth project delivery, risk and issue management. Our quality assurance controls, underpin projects and help provide the guarantee that the customer’s requirements will be fully met; whilst at the same time ensuring the software is of the highest quality.

Early in the implementation cycle we will identify the best way to work within the customer’s team structure to ensure the project approach is in line with the amount of time and resource that they can make available to the project and therefore mitigate any risk to the project in advance.

We have a dedicated training and 1st line support team; they play a key part in the implementation phase. Initially our training team will spend time on-site with the client.

At this stage we are providing a consultancy service to ensure the correct decisions are made concerning the set-up of the product that will allow the best subsequent use. Subsequently training on using the software will take place - our approach is to train-the-trainer where appropriate.

During the actual implementation of the software we provide a “floor-walking” service. This means that Open Destinations representatives will be on-site to answer any queries you may have during the first few days of going-live.

Throughout our relationship we work with our customers to assess training objectives to extract the maximum value from our courses.

We aim to provide deep training with a choice of programmes ranging from one to three days. We also offer short introductory and refresher courses.


 Online System Support

At Open Destinations the standards of production are very high, and few issues escape our quality control processes.

However we are aware that those occurrences can cause our customers inconvenience and our support teams are on hand to resolve matters as fast as we can. We operate a priority based response system where urgent issues will get dealt with as a matter of priority. Our Service level agreements contain escalation processes where critical problems which are not getting resolved quickly enough can be escalated within the company.

We support our products and services from both London and Goa. Our product support teams in both locations have a good understanding of the travel industry and aim to be as proactive as possible with support issues. Our off-shore support desk is manned 24 x 7.

Support clarity and complete transparency is provided to customers via access to the Open Destinations online support solution that allows direct communication to the support teams and ‘real-time tracking of the support issues to aid the speedy resolution of outstanding items.

Due to the relatively low cost of our off-shore support model and the ability to exploit two time zones, Open Destinations turnaround time is unusually quick and in contrast with other technology companies, we have the resources to ensure a prompt response to support issues.

To visit our support site, please click here.