At Scantek, we’re leading the way when it comes to the technology behind our VOI solution. And while there are plenty of options out there for your clients to complete their VOI, the other piece of the puzzle is customer service and support. You need to know that the business you choose to partner with for your VOI needs will be there when you or your customers need help and support.
When you choose to partner with Scantek, you can be confident in your choice, knowing we’ve got your back, ensuring you and your clients can experience seamless, secure, and efficient ID verification. From the moment you first consider using Scantek’s services to years after integrating it into your standard processes, our comprehensive support system is designed to give you peace of mind and keep things running smoothly.
So, anyone can talk the talk, but what does this support actually look like with Scantek?
Dedicated Account Managers, from a tailored onboarding process to ongoing, regular check-ins
When you become a Scantek customer, you are assigned a dedicated account manager who becomes your personal point of contact. Your account manager becomes your partner, committed to ensuring our VOI solution is integrated seamlessly into your business.
And whether you’re just starting out or are a long-time user, they’re always there to guide you through the system, help you set up new features, and keep you informed about any changes to regulations that might impact how you use Scantek.
It starts with our tailored onboarding process. Your account manager will work with you to understand your specific needs and business processes, offering expert advice on how best to integrate Scantek’s solutions into your daily operations.
If your goal is to streamline your VOI process for conveyancing, your account manager will walk you through the VOI options step-by-step, including remote and in-person ID options, to ensure you can hit the ground running & start benefiting from the solution immediately.
In the months and years that follow, your account manager will conduct regular check-ins with you. Of course, over time, naturally, your business will evolve, and so too will your VOI needs. Over the lifetime of our partnership, we’ll always be here to suggest new ways you can use Scantek to save time and increase efficiency.
Customer Support Team, for technical assistance for you AND your clients
We understand that having a great product means little without the right customer support in place. So, in addition to your dedicated account manager, we also have a customer service contact centre.
We strongly believe that part of offering a digital solution like we do here at Scantek means that we need to be prepared so that technical hiccups don’t disrupt your business. If you encounter a problem with the platform or your clients are struggling to complete their VOI, our customer service contact centre team is ready to help so that before you know it, you can get back to focusing on what matters – serving your clients.
If one of your clients is having trouble completing their VOI, you can request that our team reach out to them directly to provide guidance and support. We aim to ensure a smooth, stress-free experience for everyone involved, so we don’t mind jumping in when needed.
End-user support, unlike any you’ve experienced before
Our willingness to help your clients directly is one of the features that sets us apart from other VOI providers. The digital ID verification process can sometimes feel overwhelming for certain clients – particularly those less familiar or confident with technology. So, if you find that you have a client who is a bit frazzled by what is actually a pretty simple process, we’re here to help your clients if they get stuck.
We appreciate that conveyancing and property are such fast-faced, time-sensitive industries, and dealing with minor technical issues isn’t where you should spend your time. By letting our team assist your clients, we help remove the bottlenecks that can otherwise slow down the process.
This level of support is especially beneficial when working with elderly clients or those less familiar with digital technology. Often, the assumption is that these clients would prefer an in-person verification process. But the reality is that many older clients enjoy the convenience of completing their VOI from home, provided they have the right guidance.
Ongoing, proactive support to ensure compliance and keep you informed
The conveyancing and ID verification landscape is constantly changing, with new regulations and compliance requirements regularly being introduced. Staying on top of these changes, like the pending Anti-Money Laundering (AML) & Counter Terrorism Financing (CTF) changes, can be overwhelming, but that’s why partnering with us is so valuable. Our team monitors these and any other updates to regulations, such as the ARNECC Model Participation Rules, proactively communicating with our clients to ensure you are always compliant.
In addition to regulatory changes, we also frequently release new features designed to enhance your experience with Scantek. Whenever we roll out an update or introduce a new tool, we ensure you’re among the first to know. Whether it’s our new digital signing solution or expanded ID verification features, we provide training and resources to ensure you and your clients can take advantage of the latest advancements.
Scantek is a digital VOI partner for life
At Scantek, we understand that businesses don’t stand still, and neither do their needs. Our support model is built to evolve alongside your business. We actively seek feedback from our customers to ensure that we’re providing exactly what you need, and we take that feedback seriously when developing new features and refining existing ones.
Choosing Scantek as your ID verification partner means you gain a whole team committed to ensuring your VOI success. From navigating regulatory changes and assisting with technical questions to supporting your clients through the verification process, you’ll always have someone to turn to.
For more information about how Scantek can support your business, or to schedule a demo, contact us today!