Travis Software Official Blog

Starting Monday, July 20th, 2009, we have optimized the time it takes our callers to receive support using the phone! Read below for details about how calling the support queue will change on Monday.

Below is the raw holding data statistics from our support line. Since our average hold time hit our pre-ARRA numbers, we wanted to share them with you. Details below include our averages for time periods in the day and total experience breakdown. We track our experience in detailed segments, such as Hold Time between 11:30 and 12:30 on Wednesday, so you can see that as well.

The average hold time for the week of June 22 2009 through June 26, 2009 was 2:55 ... less than three minutes!

As some of you may already know, we offer an IT Resources section for all of our Supervisor-level users within the WebCOBRA.com system, but what you may not know is that the IT Resources section is not just for IT people!

The short video below will give you a general overview of everything you can find in WebCOBRA IT Resources.

One question that we have heard is, ‘Are you going to continue to support TravisCobra?’ The answer is resoundingly YES!

TravisCobra, and its DOS predecessor, has been running smoothly for 23 years and has a devoted user base. We believe in client hosted COBRA software, and we’ll be supporting it for years and years to come.

In our opinion, Travis provides the best benefit administration systems on the market, and we have consistently provided support for those products in an evolving way over Travis’ nearly 23 years in business.

In order to keep Travis Support evolving, we’re making a clarification as to what Travis Support Representatives will require in order to accept a support case that requires more investigation than one phone call can provide.

One of the major benefits of always keeping your TravisCobra system up-to-date with the latest features and fixes is that you are guaranteed to always have the latest and greatest COBRA administration features, but there’s another benefit that you may not have thought about: a faster and easier updating process!

We have seen users not update their systems because they think it will take too long or be too much of a hassle, and, in reality, the opposite is true. Every time you run a Patch on your TravisCobra data, not only do you download new features, but you also fix existing issues you may or may not be aware of. The moral of the story is, the more often you update, the less time you’ll spend upgrading.

There are a lot of questions surrounding how WebCOBRA.com calculates a premium whenever there are the inevitable modifications, such as mid-month coverage changes, plan drops, plan adds, etc., that occur to a QBs account. Travis Support would like to provide a few scenarios that will help you, our customers, understand what the best practice to follow would be in these situations.

The Travis Support Self Service Portal is a unique tool that allows you to track your own open cases, create new cases, view common solutions to other cases that have been submitted, and even allows you to view your old cases.

Home

Once you log into the Self Service Portal, you will be taken to a page that will show you a quick overview of your open cases and the top case solutions that have been created for your open cases. From here you can click on any solutions or any cases to view them directly.