RM Assessment

User support is a well recognised strength of the RM Education solution. We are the leading educational solutions company, and the provision of good quality, responsive support is at the heart of our capability.

The RM Education support team deals with technical incident and service requests across the full range of our educational products and services. They have unrivalled expertise in resolving technical issues for users who themselves are often not technically literate.

Award-winning support services

Excellence across our support services has been recognised through the following industry awards:

• The International Helpdesk Award for IT Support in 2007 by the Helpdesk Institute
• Finalist in National Business Awards 2009 for 'Customer Focus Award'
• Finalist in UK Customer Service Awards 2010 for 'Customer Service Management Team of the Year'
• Finalist in UK Customer Service Awards 2011 for 'Award for Customer Commitment'
• Highly Commended in UK Customer Service Awards 2011 for 'Quality Service Provider of the Year'

We have also obtained the following industry accreditations for support services:

• International Standard’s Organisation (ISO) 9001/2000 standard
• Accredited by the National Association of Advisors in Computers and Education (NAACE)
• Accredited by the British Educational Communications and Technology Agency (Becta) as an ICT service supplier

Support desk

RM Assessment can provide customers with a dedicated support desk, delivering technical support to examiners using scoris assessor. A single telephone number will route calls directly to a team of fully trained support engineers who will carry out diagnostic steps to ascertain the appropriate resolution or workaround for the enquiry. The team will be the single point of contact for any enquiries relating to hardware validation, online training, the standardisation process, marker online training and the awarding process.

Online support

In addition to telephoning the helpdesk, examiners using scoris assessor can access RM Support Online, which is RM Education’s award winning web-based support facility. The service, which is accessed by controlled login and contains substantial levels of support material, is available 24/7. The content of the portal can comprise the following, customer-specific material:

• Knowledge library of technical articles written by the technical support engineers and technical development engineers
• An online call logging facility enabling customers to log a non-urgent call with the technical support team which will be responded to within office hours
• Access to user guides and marks schemes/question papers
• Access to information bulletins

The success of this online facility has culminated in the Association of Support Professionals ranking RM Education as one of the world’s best providers of online support for 3 consecutive years.