About us
Choosing a new fleet management system is the easy part. Assetminder supports fleet and workshop teams from the first day live and for the life of the contract, with hypercare, a structured helpdesk and real people who understand how a workshop runs.
“The support after go-live is what won us over. Issues were picked up quickly and we always knew who to speak to."
Every system looks good in a demo. What decides whether it works is what happens on the first busy morning after go-live, when a job card will not close or a report looks wrong and the workshop cannot wait.
The first weeks after go-live are when most questions arise. Assetminder provides a hypercare period straight after launch, with a dedicated team staying close to your operation to catch and resolve issues quickly while your team settles in. This protects day-to-day operations during the change rather than leaving people to work things out under pressure.
Support does not stop when hypercare ends. Assetminder runs a 24/7 online helpdesk and ticket system so issues can be logged and tracked at any time, backed by a customer service team available on live chat, phone, email and web portal during business hours. Every ticket is assessed and prioritised so the most urgent issues are dealt with first.
Not every issue is the same, so support is tiered. Everyday questions are resolved at first contact, more complex issues move to specialists, and critical problems reach senior technical staff and developers. A clear escalation path with regular updates means a genuine problem reaches the right person quickly rather than sitting in a queue.
After a significant issue is resolved, Assetminder carries out an incident review to understand the root cause and prevent it happening again. Customer feedback feeds directly into ongoing updates and the product roadmap, so the support you receive today also shapes a better system tomorrow..
Alongside the helpdesk, teams have access to a Knowledge Centre of user guides, FAQs and best practice, so common questions can be answered on the spot and new starters can be brought up to speed across the life of the contract.
Once you have decided to review your fleet management options, the procurement route matters. Assetminder is available through G-Cloud and other public sector procurement frameworks, giving councils a clearer route to procure when they are ready to move forward.
If you are choosing a new fleet management system and want to understand exactly how your team would be supported once it is live, we can talk you through it.
What support do you provide after go-live?
Assetminder provides a hypercare period immediately after go-live, with a dedicated team close to your operation, followed by ongoing helpdesk support for the life of the contract.
What is hypercare?
Hypercare is the focused support period straight after launch, when questions are most frequent. A dedicated team stays close to your team to catch and resolve issues quickly while everyone settles into the new system.
How do we log and track support issues?
Through a 24/7 online helpdesk and ticket system, so issues can be raised at any time. Every ticket is assessed and prioritised, with the most urgent dealt with first.
How can we contact the support team?
By live chat within Assetminder, phone, email and web portal. The customer service team is available during business hours, 8am to 5pm.
What happens if an issue is complex or urgent?
Support is tiered. Everyday questions are resolved at first contact, complex issues move to specialists, and critical problems reach senior technical staff and developers, with a clear escalation path and regular updates.
Do you learn from issues once they are fixed?
Yes. After a significant issue is resolved, an incident review identifies the root cause to prevent recurrence, and customer feedback feeds into ongoing updates and the product roadmap.
Is there self-service help available?
Yes. A Knowledge Centre of user guides, FAQs and best practice is available at any time, useful for quick answers and for bringing new starters up to speed.
Can Assetminder be procured through a public sector framework?
Yes. Assetminder is available through G-Cloud and can support public sector procurement conversations when councils are ready to explore next steps.
How do we start?
The best first step is a short conversation to understand your operation and how support would work for your team.
