XeBusiness Client Care

Client Care

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Current

Our dedicated Client Care Team provide a highly responsive support and maintenance service by telephone during UK business hours. Service variations - up to 24x7 - can be negotiated and the agreement customised to provide an extended service to respond to specific user requirements.

The team is fully Internet enabled and can respond to email communication from clients.

Software to allow remote linkage with a client’s system – as permitted by the client – is used to allow remote on-line /interactive fault diagnosis and fixing.

Major software updates are despatched on CD while smaller updates - defect fixes etc - can be despatched either over the telephone network or the Internet.

A computerised client care monitoring and tracking system logs all calls of whatever nature and links reported incidents to solutions provided to provide a history of service usage for each XeBusiness client. Regular analysis of this information drives continuous, pro-active improvements in software products, training and project management.

A 24/7 extended hours service is now available to support both UK and offshore clients and channel partners.

The Future

It is our intention to continue to provide a personalised, highly responsive help desk service where our users can quickly contact an expert support specialist for help and advice in maximising benefit from XeBusiness software products.

Increased use of the Internet/www and email as a non-urgent form of two-way communication with the XeBusiness customer care team.

Increased use of the Internet/www:

As a client information source in allowing the XeBusiness client community to share experience in using XeBusiness software products,

To enable XeBusiness clients to access information on solutions to common problems (FAQ’s) at any time without needing to call the help-desk direct.

As a mechanism for XeBusiness distributing and the client collecting new versions of product updates and fixes from a secure web site.

Access to demonstration versions of XeBusiness software products to enable remote evaluation prior to purchase.

Use of the Internet to position XeBusiness as an ASP (Applications Service Provider). This will enable clients and potential clients globally to access and deploy XeBusiness supply chain applications either on a hosted basis (thin client with application run centrally and accessed by browser) or downloaded from web site for running locally (fat client). Charging for software licenses will be linked to usage frequency, transaction volumes and by subscription.