MEMBER SERVICES

Welcome to the New Year.  The books for 2010 are officially closed and we are now fully engaged in the opportunities that 2011 has for all of us.  We wish for each of our members the very best health, abundant financial success and happiness in all areas of your lives.  We here at Club-Asteria are committed to doing everything possible to add to the benefits and support of our members in every way. 

One of the challenges that we face is the issue of timely and expedient response by Member Services to member inquiries.   There are times that we must ask our members for patience and understanding in getting back an answer to a specific question or request.  Our Member Services Team is working very diligently and is committed to provide responses to inquiries as quickly as possible.  Unfortunately with growth, especially the dramatic growth that Club-Asteria has experienced, there are many times delays in being able to provide exceptional service.  You can be assured that every upgrade, cashout, purchase, reward or any other issue will be handled in a satisfactory manner.

I hope that our members understand that many delays are caused by circumstances beyond our control.  For instance, in the UK, where our Member Services Team is located, there were seven bank holidays since December 24^th, all of which had to be observed by our Admin staff under UK employment laws.  This created a backlog which we are currently working through.  There were also issues, as most of you know, with our servers being overtaxed by the number of new members and visitors to our site that slowed down our performance tremendously.  We have upgraded our servers and we are still working to improve the bottlenecks that occur when tens of thousands of our members login during peak hours. As our servers are slowed down, please understand that this also slows down the access our Member Service Team has to answer your inquiries. 

To remedy these challenges we are in the process of securing new offices in the UK for our Member Support Team and will be moving to this new expanded facility shortly.  We are continuing to add new staff members.  I am sure you can understand the challenges of training new personnel while continuing to support our member inquiries.  In spite of all of these challenges our Member Support Team is there to support each of our members and respond as quickly as possible.  We ask you during this exciting time of growth at Club Asteria to be patient and understand that we will definitely attend to each and every inquiry.

Since the new Support Ticket system has opened, we have had multiple inquiries from members for the same issue, with 26 tickets opened by one member.  Please understand that every ticket has to be researched again even if the issue was already resolved on a prior ticket, and that takes time away from answering another member’s request.  To help us clear out the backlog of duplicate inquiries we have temporarily reduced the number of support tickets allowed per member to one.      

The scheduled release of the first phase of our new website and back office software is on track for delivery in late-January.  The most important feature of the new system is the automation of member transactions, from the subscription payments and purchases of programs, products and services and automatic rewards to the members and their upline; to upgrading of account status; and automatic cashouts and funds transfers.  This automation will significantly reduce the need for inquiries and reminder tickets from members.  
   

We here at Club-Asteria are so grateful for the support of all of our members to carry out the mission that Club-Asteria stands for.  Together we will make a significant difference in helping people all over the world.

Andrea Lucas
Managing Director