CUSTOMER SERVICES

Our Customer Services department works with you to maximise the investment in your systems with ensured uptime and efficiency, providing you with added value and supporting your ongoing business success.

Transferring your Support and ongoing Customer Delivery to K3 is very easy and very straightforward. No matter the size of your organisation or the complexity of your system, we have the knowledge and skills to ensure you only get the very best service from day one.

To help you with the continued smooth running of your systems, K3 provides a dedicated, permanently resourced, Support Desk function for all your day-to-day system queries and problems. Our team ensures calls are dealt with promptly and efficiently and any problems are managed through to a prompt resolution.

Our Support Desk provides you with:

High calibre staff with many years of experience, each team member makes a real contribution to the service we provide. In line with our Investors in People accreditation, we commit to an ongoing product training and customer familiarisation programme to ensure we maintain high levels of accreditation and service at all times.

Our very low staff turnover ensures that you can have confidence in working with people you know and trust and who have in-depth knowledge of your system.

Our knowledge sharing capabilities within the team mean that we can support your system effectively without reliance on specific individuals.

Our depth and breadth of skills ensures we have everything in place to assist you, no matter what the problem is. Our team are highly experienced in the application along with the platforms it relies upon including Windows server and SQL server and in popular 3rd party CRM add-ons.

We recognise every customer and their system is different. We pride ourselves on focussing on each customer individually and assign key team members with skill sets critical to your main areas of functionality, so that they fully understand your business drivers and priorities.

Support desk open from 9am to 5.30pm, with enhanced out of hours service.

We understand your business hours vary and that key system processes are required to function reliably outside of normal office hours. We offer an enhanced out of hours service for Urgent and System Down issues to allow peace of mind throughout your business. Enhanced Hours are available on an annual basis or by arrangement should you need cover for a crucial business period.

THE CUSTOMER DELIVERY TEAM

Corporate Account Manager

As part of your agreement with K3, you will be allocated a corporate account manager. Your Corporate Account Manager is your primary contact, responsible for the relationship between K3 and yourself and is your key point of escalation. They will be your strategic partner, correlating their knowledge of your business plans and requirements with the K3 product portfolio and Microsoft Dynamics roadmap.

They will meet with you on an on-going basis to communicate K3 and partner product developments and direction, ensuring you have transparency of information.

Project Manager

Your Project Manager will provide periodic visits and regular communication to review your implementation during project activities and to ensure all project work is delivered with high standards and to meet your delivery milestones. They will be responsible for all communications during the project lifecycle and will facilitate the knowledge transfer of projects to the support desk.

Technical Consultants

Your Technical Consultant will analyse your business requirements and design solutions that work for you, ensuring your current and future needs are considered. As Solution Architects, they are conversant with your system and the technologies and software that K3 offers. They will provide you with clear functional specifications and accurate estimates.

Customer Delivery Team

Our team of consultants and developers, ensure you can be confident that day to day modifications and consultancy will be carried out with a short turnaround time, by individuals who know your system well. Working alongside the Technical Consultant and Project Manager, you can be assured of quality control throughout.

Training Services

We provide a range of training courses in all products and add-ons, perfect for refresher training, new starters, or those members of staff wishing to develop a more technical understanding. We run regular courses at our offices in Hook. Alternatively, we can run in-house tailored training courses at your own business to suit specific requirements.