At Oasys, we’re always striving for improvement. We’re excited to inform you about an important update aimed at enhancing your experience with our Customer Service team. Previously, we used two separate systems for support: Zendesk and ServiceNow. To boost efficiency, we’ve invested in the Customer Service Module, allowing us to consolidate all support into one platform.
Starting from 6th of January 2025, we will be transitioning from Zendesk to a new and improved service platform—ServiceNow. This change is part of our ongoing commitment to provide you with faster, more efficient, and more personalised support.
Access the new Customer Service Portal to easily submit and track your requests. Please note, as part of the enhanced security, you will need to use your Solo Customer ID to log in. If you need a reminder of this, please contact your Account Manager.
Go to the support page.
Please note, if you are an Arup member of staff please use the Arup Service Portal as per previous practice.
Why are we making this transition?
The new system allows us to personalise support based on your needs, ensuring your issues are resolved more efficiently. With ServiceNow, we can track your history more effectively, providing tailored responses and quicker resolutions. It offers enhanced security features, ensuring your data and requests are handled with the highest level of protection. Renowned for its reliability and uptime, ServiceNow minimises any potential disruptions to your service.
What does this mean for you?
- Customised support experience
- Faster response times
- Enhanced tracking of inquiries
What to expect during the transition
We are committed to making this transition as seamless as possible, ensuring no disruption to service. Rest assured, the same great support team you trust will still be here to assist you, now with better tools at their disposal.
You can continue to reach out for support without any interruptions. For the first few weeks, we will have extended support hours to ensure a smooth transition. If you need help with your first few tickets on the new platform, our team will be happy to guide you through the process.
We are confident that this upgrade will greatly enhance your overall experience, and we’re here to help every step of the way. Should you have any questions or concerns during this transition, please don’t hesitate to email us at [email protected].
We value your feedback – after the transition, we will be sending out a short survey to gather your thoughts on the new portal so we can continue to improve our service.
Thank you for your continued trust and partnership.