CCC International has set up a new call centre to provide advice for its Pathway software.
The centre is located at the main offices in Peterborough to enable the operators to liaise regularly with both the sales and technical staff.
Support services manager Phillippa Lambert said the target is to answer 90% of calls within 15 seconds
She added: “Our unique set of technical utilities allows us to analyse and identify problems in a very short time.
“For example, our support staff can shadow a customer's session on a server, in real time, to identify precisely where a problem is occurring.
“And if a field engineer is having problems with a laptop, then we can dial in, “carbon copy” straight on to that machine and takeover the operation from the help centre in Peterborough.”