Operating for 15 years, InfoTrack is an information broker that provides a comprehensive range of searching services including property, corporate and personal searches, all of which are accessed through an online platform. Recognising themselves as a service company, InfoTrack developed their ‘iSupport’ system to service their client base of more than 6,000. iSupport was designed as a tailored approach to customer service support, consisting of three main features: waiting certificates, notifications and request a call-back.

Built into existing workflow already on the InfoTrack website, iSupport is easily accessible and is provided at no extra cost to clients. Request a call-back aims to allow clients to request a call or email from a Helpdesk representative quickly and easily. The iSupport system prepopulates their contact information from existing databases and allows the client to choose how they would like to be contacted. In conjunction with this, the notifications feature allows clients to view all their Helpdesk calls. It shows all open calls and whether they were lodged online or via phone so that clients can keep track of all ongoing incidents. By clicking on the incident number, clients can also view the progress of their support calls and add comments. This feature aims to keep clients up to date on the progress of their queries, giving them more control over their calls.

The third main feature of iSupport is waiting certificates functionality, which is designed to provide clients waiting on property certificates with updated and timely information about the process. Clients can view the progress of certificates, view estimated completion times and request a certificate chase-up with the click of a button. Since launching in November 2015 iSupport has been used by more than 9,000 InfoTrack users, with positive customer reviews and an additional 10% efficiency in support performance.