iOM introduced iOMHelp in keeping with its objective, to improve customer satisfaction levels by
consistently reviewing and improving our internal support systems and making better use of technology.
This center is ISO 9001 certified.
We have specially trained Customer Support Personnel fluent in many languages manning our 24 x 7
International Support Center, to re-enforce our commitment to quality, support and care.
iOM customers can now report questions and problems over the web at any time, regardless of their
location. The system allows customers to attach error reports and other relevant files to facilitate
faster problem resolution.
Once a problem is logged on to the web:
- The customer receives an immediate problem reference number (CRQ#)
- iOM's 24x7 International Support Centre (ISC) is notified and moves into action;
analysing and assigning a support person to the task.
- If the ISC requires more information or wishes to communicate a solution, iOM Help
generates e-mail to the customer. The customer too can add his/ her comments on iOM Help.
iOM Help takes customer support to a different level:
- Provides visibility to the customer of the progress of his/ her problem from 'Open'
to 'Work in progress' to 'Resolved' and finally on the customer's confirmation to 'Closed' status.
- Provides iOM with the ability to track, monitor and take necessary action in a timely manner.
- As iOMHelp is web-based, it supports flexible e-mail based escalation of problems reported to senior
management, coupled with total visibility from any location. iOMHelp can therefore be a common support
platform for any or all of iOM's products and services. Different principals or vendors can be notified
directly of problems reported in their proprietary software by including these principals in the iOMHelp
e-mail escalation chain, thus making the problem resolution process more closely integrated. This will
provide the customer an one-stop integrated support solution for their installations.
- Being web-based and operating on a 24 x 7 basis, iOMHelp effectively means iOMHelp services are available
and equally effective to customers anywhere in the world.
- Many clients from across Asia, Europe and the US use iOMHelp.
