Archive for the ‘Customer support’ Category

Why ISO is right for us

Wednesday, August 8th, 2018

docSAFE is now ISO27001 accredited and – as the proud family – we are very pleased.

The whole point of an external body looking at what you do and how you do it is a huge sanity check. You can get caught up in your own bubble, especially if you create a product or service that is successful in a particular sector – for us it’s professionals (accountants, solicitors, financial services and some education). You focus on the product and how you develop it, keeping ahead of trends and requirements, motivated largely by client requests and needs.

To have a completely independent organisation with the authority and standards of ISO go through your processes and systems and give it the green light is important to us. We worked together over a fairly long period of time, refining and enhancing until we had ticked every last box.

It’s not the ISO accreditation we are proud of, it’s the end result and our clients’ satisfaction. After all, that’s all that really matters. But it doesn’t hurt to get it checked and approved externally by an organisation who has no interest in your business – beyond helping it improve.

Client-driven improvements to docSAFE

Tuesday, July 24th, 2018

There is a great story about a brand new American university where the building was created from scratch according to detailed architectural plans. It was furnished and populated with a fresh intake of students. The interesting part of the tale is the fact that the architects intentionally left out the creation of any pathways. The whole campus was grassed and the pathways were created naturally by the students over the course of the first term. After the tracks in the grass had been worn away, so the pathways were built.

We really enjoy this analogy as it reflects our own culture. We have created a carefully planned secure hub in docSAFE – it ticks all the boxes and offers a highly functional system used by thousands of professional firms and their clients. However, we listen to clients to update, refine and improve docSAFE. We have also set up a brand new forum in the latest version of docSAFE for clients to feedback their thoughts and requests.

Our latest developments are as a direct result of client requests – enhanced messaging and more detailed permission levels. If you would like to know more about those and docSAFE in general, give us a call and we can set you up with a demo of docSAFE and talk you through its direct benefits. And we’ll listen carefully  to your thoughts too.

The move towards the smaller supplier

Tuesday, June 12th, 2018

Many things in life come full circle – flared trousers and vinyl records for example. Back in the day, before the supermarket giants landed, we enjoyed the attentions of our local shopkeeper who served us exactly what we needed with individual attention and knowledge of our buying habits and lifestyle. Just like the re-emerging popularity of these service-led traditions, we believe many business sectors will follow this pattern.

Certainly in IT and business systems, much of the market-share gained by the big brand names are as a result of the buy out of smaller, specialist-knowledge businesses. At Online Practice, we have been developing docSAFE, our flagship secure portal product, for decades: refining, improving and adding functionality. We have responded to the requests and enquiries from our professional UK client base to create a product that does what is needed, and more.

We are all at the mercy of some of the larger corporations, it is inevitable that we have to use their services – such is their market domination. But, where avoidable, we would always choose the smaller supplier with its attention to detail, where our custom counts for something, where our requests are considered and, often, actioned. In this day of recycled traditions, we firmly believe the smaller suppliers are about to have their day.

If you contact us, you’ll talk to a real person, often Mike, the MD and the team around him.

Back to cloud working basics – 24/7 access

Wednesday, May 31st, 2017

So why should you consider cloud working? We’ve written extensively on this but we’re going to keep it simple and give you five good reasons over the next few blogs on why you should be working in the cloud.

The first reason is the foundation of all cloud working functionality. You can get to your files anytime, anywhere – that’s 24/7 from anywhere with internet access.

No more ‘I’ve left it in the office’ or ‘I can’t get that to you until tomorrow, sorry’. You can access all the files you need to, all the time. What’s more, you can even give secure access to your clients so they can get to their own files – how much time and admin would that save?

That’s it, told you we’d keep it simple.

How to run your office more efficiently

Tuesday, September 27th, 2016

Running an efficient office includes a number of elements – staff, equipment, processes and a healthy order book. However there are some functions that you are probably happily living without but that can really make a difference to your productivity, customer care and bottom line. We’ve worked extensively within the professions and developed a client portal that provides solutions you didn’t even know you needed!

Meetings are vital of course. But unnecessary meetings, just to sign things off, are not the best way for you to manage client time. When you are in front of a client you should be showcasing your knowledge, skills and cementing the relationship. Asking for a signature is just a waste. Imagine being able to do that legally, with a full audit report, online? It’s something we’ve been asked for – so we added it in to our portal. Some of our clients use it to send a batch of documents to many clients at once and they get a daily report to show who has read it, opened it and signed it. That way, they can spend their time chasing the few that haven’t.

Some of our clients handle extremely sensitive data – accountants, solicitors, IFAs for example. Recent news stories throw up the horrors of professionals who have emailed information to the wrong people, emails that have been hacked and data protection guidelines not being followed. Our answer is to build a secure client portal that allows for data exchange – you upload information to the client’s portal and the client collects it safely. It’s the perfect solution to both hacking issues and plain old human error.

We love the fact that clients can collaborate via docSAFE. One document, being held centrally, can be accessed by all authorised parties. No need for confusing email trails, lots of versions of the same thing and, if you are working internationally, you don’t even need to all be awake at the same time!

Other things – automatic back ups, 24/7 access, creating dynamic forms, collating multiple documents into one neat pdf, a branded, good-looking portal – are all part of the docSAFE offering, designed to make your office practices more streamlined and efficient.

Take the next step, call us today
0121 794 0685