Supporting Dynamics ERP for twenty years
EXPERIENCE THE DIFFERENCE
All Topaz support consultants are experienced Dynamics NAV and Business Central specialists.
Our Support Desk
The experience of our front line consultants enables the resolution of minor incidents directly, without the multi-step process of record, assign, clarify and address, which can extend a five minute conversation into a prolonged phone and/or email exchange.
Support is delivered under a range of support arrangements, each with a set of SLA’s that can be tailored the client’s support needs. All support contracts include minor incident resolution at no cost.
Complex issues are recorded and assigned to the appropriate functional or technical consultant, who forms part of the team assigned to the customer. Our ‘No surprises’ philosophy means once requirement clarity is established, the customer is made aware of any potential for significant cost before the issue is addressed.
While the bulk of our customers work directly with our support desk, either by phone or email, some enter support requests directly into our support portal. All customer have access to the portal and can monitor progress and update as needed.
While day to day support activities are managed by the help desk, the Topaz account manager maintains an Activities and Road Map document which documents all activities related to the ERP that fall outside of ‘business as usual’. Each activity is prioritised and it is the account manager’s responsibility to ensure each is progressed at according to agreed time frames.
The benefits are:
- Effective use of the core business system is being regularly reviewed.
- A road map for the ongoing system improvement is maintained.
- Estimates and time frames are on hand for planning and budgeting purposes.
- Managers taking on responsibility for the core system are immediately up to speed on their predecessors view of issues and future plans .
The account manager is the customers advocate within Topaz ensuring the Topaz senior management is aware of any customer concerns so that issues don’t go unaddressed and that all parties are aware of the status of each issue and where responsibility lies for future action.
A strong account management process drives Topaz’s high levels of customer satisfaction and retention.
Want To Know More?
ERP is what we have been doing for over twenty years.
So, whether you are beginning to think about a change, starting a selection process, want a price comparison, looking at support options or just want to chat.
Contact us, we are always happy to share our experience.
Call us 0800 868 672