Pain Sheet 0011
Genesys » Customer Experience » Pain Sheet 0011
Job Title / Industry: Finance Manager / Retail Sales and Distribution Critical Issue: Dealing with overseas helpdesk for Microsoft Dynamics GP support issues. Reasons: Unhappy with a non responsive support desk that does not know the customers business. Frustration due to having to deal with someone who has no knowledge of the customers unique situation. Capabilities Needed: - Local support primarily during business hours, with outside hours help available if required, delivered by an experienced Dynamics GP Consultant.
- Provided by a person who knows the customers business and who is willing to develop a relationship with them.
- Agreed response times.
What we provided: The above, through our single point of contact concept. Result: - On transfer, the immediate addressing of all outstanding support issues.
- On transfer, a full system review (including hardware and MSSQL optimisation) at no cost to the customer.
- 20% Reduction in annual support costs.
- Development of a lasting one to one relationship between the customer and their single point of contact within Genesys.
Genesys are a Microsoft Certified Business Solutions Partner that helps stabilise evolving companies - We have a single business focus - create organisational room through implementing, supporting and developing for Microsoft Dynamics GP. |
