Customer support is more than just providing answers

The scope of services provided to our customers via various channels ranges from professional and technical support to implementing Business Intelligence solutions and assisting with optimizing specific publishing-related processes.

Having logged into the Klopotek Service Desk, powered by JIRA, our customers simply create a ticket; they are constantly kept up to date about the status of the processing of their request until it has been resolved. The person who created the ticket has the final say if all issues have been satisfactorily addressed and the ticket can be closed. Tickets that have been created, as well as all incoming calls and e-mails, are allocated to the employees who are specialists in the field the inquiry is about.

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'Managed Services’ is responsible for fulfilling our service contracts. When creating these agreements, we think about: What is the best protection plan for the customer? What are the specific needs? Does the customer have many and demanding requirements, or is support at a lower level, and less frequently, sufficient? There is a large amount of options to ensure that our customers get support tailored to their individual needs.

It is the responsibility of every Service Delivery Manager to make sure that the customers they cater for are satisfied about the work we do for them. Some clients who don’t need much support have a maintenance contract with us, so it is our job to react to so-called ‘incidents’ in a certain period of time. Others have complex agreements with us, for example, regarding functional and technical application management.