Systems Support

Knowledge Partners has long held the view that supporting our customers and their mission critical business systems holds a far greater significance than any other business activity we perform. This attitude is instilled in all of our staff, from management down, as a fundamental approach to how we  do business.

There are two main reasons for this:

• Our reputation depends on our customers deriving value from their technology investments.

• There is a strong tendency for technology companies to sell products without paying adequate attention to the customer’s experience beyond the initial purchase. We identified this as an area where we could strongly differentiate ourselves in the marketplace through our commitment to customer support

We also acknowledge that no two customers have the same needs. Every Knowledge Partners site has a unique environment, both in terms of technical infrastructure and human resources. Given this we do not offer pre – packaged support products as many solution providers do. Rather, we provide tailored support packages for each customer based on their specific requirements and that are based on one of our two core support frameworks.

This provides a number of benefits…

• Costs are reduced, as customers purchase only the support components they require

• Support becomes more effective as it is targeted at areas of need

• Resolution timeframes are reduced

Infrastructure and People

Knowledge Partners clients have the choice of logging cases by speaking with a support consultant using our national 1300 721 095 local call number, by emailing our support mailbox, or through our self-service support portal, the KPortal.

The Knowledge Partners support portal has been constructed with and interfaces with our industry leading CRM solution developed by SalesForce.com. This approach allows us take advantage of features such as a Knowledge Base, automatic case escalation, workflow and the ability to attach items for support review.

The Knowledge Partners online support portal allows our customers to:

• Log, Monitor and Track cases

• Upload images and attachments to cases

• Manage your details

• Receive proactive notifications of potential system issues identified by KP Support or our product vendors.

• Receive metrics about the cases logged including resolution time and call volumes.

People

Each case logged with Knowledge Partners is automatically allocated to a national support queue which is monitored by dedicated support consultants. Our support consultants actively rotate into the field and participate in engagements to ensure a complete understanding of our customer sites which ensures they are not simply a  message taking service as is the case with some providers.
At the same time, your local account manager and assigned primary field consultant is automatically informed when ever an issue arises.