What we do in Client Services?
In Client Services (CS) we provide 2 line support to our Customers, our overall mission is to help our clients use our application to its full potential.
In our support tool we track usability and provide input on improvements to our product organization and service reports to our customers. Our aim is to work proactively and to catch issues before they cause disruption in production.
How we work?
In Client Services we are organized so we can support our customers in a efficient way by defining a clear ownership of the different areas within support. We collaborate with Professional services and Product Development to provide swift support.
- Application Operation (AO) provides real time monitoring of our customer environments 24/7, they respond to events triggered by the systems to resolve issues before it impacts customer business.
- Incident Management - Main focus is to restore normal operation and reduce downtime, and solve incidents not handled by 1st line.
- Problem Management - Perform Root Cause Analysis and provide work around, If a Known Error (Bug) is identified the Team reports it to the development team.
Every year our applications generate 2,5 Billion transactions and we are make sure it all goes smooth. Our customers are found in a variety markets from H&M in Fashion, ICA, COOP, NorgesGruppen & Auchan in Grocery to Apoteket Hjärtat in Pharma. Customer engagement is very important to us why we also provide support in our Customer Club system Relevate.
Our processes are based on ITIL and we believe in the concept of Shift Left, where we always try to provide the knowledge closer to the customer and consumer. This is done by shared knowledge databases and trainings.