Tag Archives: office

Office closure

The administration office will be closed on Friday September 28th, 2012 whilst it is relocated. Payments may continue to be left at the security booths or with reception at the Lagoon Court office. For customer service enquiries please email support@sandyportmanagement.com or use the ‘Report a concern’ feature via the website. To check account balances please log in to view your account on line. For emergencies, please call security 327-6943 and for all other enquiries messages may be left with reception by calling 702-3110.

Updated contact information will be posted on the contacts page once the relocation is complete.

Communications

Please be advised that we have not been informed by BTC when our telephone lines will be functioning normally again. Therefore please email or use the ‘Report a concern’ tab to the side of the page to contact the office. Alternatively we may be contacted by Skype or on our US phone number, details of which can be found here.

**** Update June 22, 2012 – normal service has resumed.

Customer service

We have enhanced the ‘Report a concern’ ticketing system on our website to provide an integrated solution that allows all support queries to be tracked through a single unified process. Support requests can be created with any of the following methods:

  1. By clicking on the ‘Report a concern’ tab to the right
  2. By accessing the ‘Customer service’ panel from the top menu then by selecting the ‘Submit a request’ option
  3. By emailing support@sandyportmanagement.com with your address and message

The ticketing system has been successful to date and the benefits of using this method to report concerns include:

  1. Being faster since the system is designed to receive, track and progress chase to completion
  2. Creating visibility to what concerns are in progress and what stage they are at
  3. Not waiting for voice messages to be passed to the right department

However, we recognize that it is not always practical to report concerns electronically so our staff will open a support ticket if the information is called in and the query cannot be handled immediately.

In the coming weeks, the ‘Customer service’ section will be populated with helpful information so it may be worth checking before opening a new ticket in the event that your query may already be answered. Finally, those tickets created using the previous system will remain accessible until they are solved and closed.

 

Revised contact information

Our office service provider has upgraded the communications system and have advised of some external technical difficulties porting the analogue number to the new digital service. In the interests of time and service, we recommend using the phone number for the new digital service which is 702-3110. There is a full list of updated contact information available on our contacts page.

 

We have moved!

We are pleased to advise that we have relocated the offices for the Association to Lagoon Court in Sandyport Olde Towne Mall. Please refer here for current contact information.

If you are accustomed to paying your bills at the Association’s office, you may continue to do so by leaving payment at reception with the address of the account being paid noted on the cheque. If you do not note the address of the account being paid, this may delay processing so please ensure this information is included with your payment.

 

New look, same functionality

An increasing number of Owners are learning about the existence of this website and have been using it as their primary form of communication, likely because they are home when the office is closed. We have added new tools to help make communicating with the Association easier and to provide information that we can act upon in order to make Sandyport a place of constant improvement.

We have received a lot of positive comments about the introduction of our job ticketing system which is the back office to the ‘Report a concern’ page. When a concern is reported, a job ticket is opened on the server and the Administrator is alerted. The details of the report are assigned to the supervisor of the appropriate division and as it progresses toward resolution, the updates are noted and sent to the person who filed the report. Only when the issue reported has been concluded is the job ticket closed. The closed job tickets are not deleted, they are archived in case they are required for future reference.

The new look of the website has been designed for easier navigation, putting the most important pages no more than one click away. We welcome any feedback or suggestions that we may incorporate into the site that would help to improve our service.

Please share this with other Owners.