Support
Our Client Support team recognizes that the smooth and seamless operation of the Phoenix System is critical to your business. Our team of highly knowledgeable, multi-lingual product experts, supported by strong internal processes, ensures you always receive timely and accurate support. We offer a variety of support levels and call windows, most notably full 24x7 coverage around the world.
Client CARE Manager
A key step in our implementation process is the assignment of the client from the Project Manager to a Client CARE Manager. Working closely with relevant Account Managers we achieve a unified approach with each client. We regularly call upon the comprehensive resource network within Harland Financial Solutions to support us in arenas such as product knowledge and technical experience. The Client CARE Manager is here to provide you with enhanced technical and business services on a consulting basis.
We can:
- Help plan, develop and implement enhancements to your existing system
- Arrange training courses or provide mentoring in areas such as product design, programming, trouble-shooting and systems operations
- Provide performance tuning to help speed up your production environment, saving you time and resources
We encourage you to provide us with your feedback. Through customer satisfaction surveys we ensure we understand your specific requirements and fine tune our services to meet those needs.
GEMSsi
Harland Financial Solutions' clients are provided with an electronic tool to log calls and communicate with their Client CARE Manager via the Internet. This process allows the client to prioritize their requests so that Client Support works on the call that is of most importance to the client. The client has the ability to view all calls logged, see the current status of each, and change the call priority as needed.