The importance of customer service

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customer service illustration

Customers are the driving force for a business cycle, from start to finish. They’re the most important piece of the puzzle and that is why a customer service function needs to be of the utmost importance when purchasing a fire and rescue asset management software solution or any software solution for that matter.

Why is customer service so important?

  • It enables users to ask questions about a system and it ensures a software solution is being used to its full potential
  • To provide security and reassurance
  • It assists in keeping customers happy
  • To build relationships and attract repeat custom

When a customer is using a chosen software solution to its full potential it means they are happy with its functionality and it is assisting them in the ways expected and that’s beneficial not only to their fire and rescue service but also to us as an organisation.

Having happy customers means that they will be more likely to continue using the software year on year and extend the modules they have or increase the usage of it across their own service to different branches etc. Customer service is important because it provides security and reassurance, which could be through routine software updates that improves overall usability, whilst staying up to date with security regulations, ensuring information is kept secure and out of reach of malicious viruses. A customer service function reassures services that there will always be someone there to help them when they have a query or issue with the system they are using, they’re never left on their own to figure things out. Keeping customers happy by providing an all-encompassing software solution for them to work with and the customer service to make them feel secure and reassured leads to enjoyable working relationships. These relationships can be productive through feedback and suggestions from customers that let them feel heard and valued.

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As a fire and rescue asset management software organisation, we offer a friendly Helpdesk service to all services should they have any enquiries, which is available throughout the complete lifecycle of their contract with us. Our helpdesk facility Zendesk is a cloud-based customer service software platform that allows a full auditable ticketing trail, meaning when a ticket is raised customers gain a transparent overview of ticket progress, priority classification and the name of their designated support personnel.

For peace of mind, automations in e-mail form confirm a help ticket has been registered with the helpdesk right through to the successful resolution of the query, keeping the client informed of all comments and updates along the way.

customer service illustrationPro-Cloud BlueLight, a reliable fire and rescue asset management software solution backed by attentive customer service options increases the likelihood of contracts being renewed and recommendations being made. Without our customer service operation our software offerings and customer base wouldn’t be what it is today. With customer care at the centre of the business cycle our company and fire & rescue asset management software solution has improved and grown throughout the years.


To find out more about Pro-Cloud BlueLight and our customer support operation please visit: or contact our Business Development team, at or call 0800 652 0488.

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