Behind the scenes with the DOCOsoft Support Team
If I were to ask you what is the main function of the DOCOsoft support team, what would your answer be? Would you focus on the support issues you submit to us by email? You know the kind of thing. “Dear Support, I have an issue with … please help.”
The DOCOsoft support team gets a lot of messages like that, and we’ll always work hard to resolve your issues as fast as we can. This kind of reactive support is a core part of our role.
But, at DOCOsoft, the support team also plays an important proactive role, resolving issues before users are even aware of any potential problem. The reason we do this is so DOCOsoft CMS users can carry on focusing on what they do best: taking care of claims.
In the next few blogs, I want to take you on a behind-the-scenes journey with the DOCOsoft support team, to highlight this proactive aspect to our work – and explain how we do it.
Over the series, I want to introduce you to the processes that ensure that information submitted by brokers to ECF is received into your DOCOsoft CMS in a timely fashion. I will focus on key areas like Writeback messaging, CWT files, DRI messaging, and the GEMINI integration work.
Don’t worry if you’ve never heard these terms before – or if you’ve never had to raise a support issue on them. That just means we’re meeting our objective and fixing any related issues before you’re even aware of them.
And, to let you into a little secret, the proactive monitoring we carry out for our customers will often alert the DOCOsoft support team to issues at DXC before the official market comms go out. We work very closely with DXC, reporting any sign of potential issues impacting on their services.
In the next instalment, I’ll look at Writeback messages and show you how we monitor to ensure that all claims transactions entered by brokers on ECF are processed into your DOCOsoft CMS, ready for your claims handlers to process.
On behalf of the DOCOsoft support team, I’m excited to show you the hidden workings of our team. Goodbye until next time.
- Paula Wright, Client Technical Service Delivery Lead
After completing a masters degree in Business Information Technology, Paula worked in a variety of roles with Web Connectivity, Lloyd’s and LIMOSS, before joining DOCOsoft in April 2022. When it comes to London market claims technology, Paula has the knowledge, the insight and the connections to get things fixed fast for DOCOsoft clients. She and the DOCOsoft support team are a trusted source of information and solutions whenever technical issues arise.