What We Do In Client Services
In the Client Services team we work closely with our clients. Our mission is to ensure that the deliveries of our services, and from our subcontractors, operate efficiently. We also make sure our services meet the promises we have made to our clients according to Service Level Agreement (SLA). Our main objective is to help our clients use our application to its full potential. Therefore we always improve and develop our services as well as provide the clients with 2nd-line support. The three main responsibilities for the Client Services team can be categorized in:
- Incident Management. In cases of urgent disturbances we work closely with the clients, Professional Services and Engineering to solve the incident as soon as possible.
- Problem Management. The Client Services team values the proactive work that is done to improve our services. This includes performing a root cause analysis to troubleshoot and identify the source of the problem. We specify the problem, investigate it and, if needed, we consult Software Engineers and Application Consultants in the Professional Services team. If a bug or defect is found the change process starts.
- Change Management. The main goal in the change process is to identify and correct this potential defect in our services. Sometimes in this process, we discover what causes the disturbance is that our client does not use the application correctly. In these situations we talk to Professional Services and come up with a solution that is more suitable for the client.
How We Do It
We work together as a team. We coach each other, investigate together and have continuous “Questions and Answers” meetings where we together discuss ongoing investigations. It is okay to make mistakes, and if it occurs, we will find solutions so it will not happen again. We help each other to succeed.
This Makes Us Excited
Something that creates engagement within our team is to always keep up with all changes and updates within Extenda Retail. We work at an innovative company that favors further development, which leads to fun and various working tasks for us. Every day is surely different. For instance, we recently launched our new Hii Retail Cloud Platform built on the latest technology - A product platform we are proud of and excited to implement in all our market segments.
Why Extenda Retail?
“Future proof technology combined with the right people and elbow grease -To help our customers succeed.”
