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Client Care Model
Challenges for IT staff and
business owners of all technology products
More and more, business owners and
IT staff are tasked with learning, supporting and understanding
numerous operating systems, applications and technologies
in an ever changing business environment. One small change
in any piece of infrastructure or technology can drastically
and negatively impact the function of mission-critical production
systems.
Because Intellinetics understands that our software is a key
functioning component of your technology landscape, our client
care model ensures that the support of your solution meets
the requirements of any mission-critical application.
Our added value approach in supporting customers
Intellinetics believes that we must understand how our clients
have implemented our solution and, just as critical, the business
process and technology landscape that surrounds the use of our product.
That is why, during installation, we document the specifics of your
network infrastructure, operating systems, hardware/storage components,
related external applications, configuration specifics, and most
importantly, your business processes. With this in mind, we create
a visual summary of your system architecture, which is available
to all appropriate parties within Intellinetics that implement and
support your solution.
This is standard operating procedure for all
implementations, and ensures that support requests are satisfied
faster, because all the details of your environment are meticulously
documented before you call. This helps us easily pinpoint issues
that may be occurring within your Intellinetics solution—and
understand when a component or environmental element outside of your
Intellinetics solution is creating an issue.
Client care model components
Support hours
All clients currently enrolled in an Intellinetics
yearly support and maintenance agreement are entitled to standard
support coverage from 8:00 AM to 5:00 PM Eastern Time, Monday
through Friday, excluding standard holidays. Other custom
support options are available as needed, with up to 24-hour
support 7 days per week.
Software point releases
Software point releases are available to clients
for installation to provide minor fixes. More importantly,
we listen to the needs of our clients and certain enhancements
to our solutions are driven by client requests.
Client advocacy
Your Account Manager is a dedicated Intellinetics
resource focused on one thing: your complete satisfaction.
Reporting directly to the Intellinetics president, your Account
Manager works closely with the manager of Intellinetics Client
Service and has future product roadmap responsibilities. The
primary directive of the Account Manager is to ensure that
your voice is heard from multiple perspectives, such as:
- Gathering constant feedback on support issues and resolution
timeframes
- Describing preferences/directions for product point releases
and future versions
- Getting feedback on product pricing, return on investment and
business impact
- Documenting descriptions of short and long term goals for your
business objectives
- Providing plans to achieve or implement new business processes
- Having open and honest dialogue for what
worked, what didn’t—and
why—for every project or implementation.
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