That may seem strange for an IT company because support is one of the most important things an IT partner can deliver. So instead of assigning support tasks to a single department, we all take on the responsibility of helping our clients as quickly as possible.
Everyone knows how it goes. A bug is haunting you, and so you call for support. Usually, the person who answers your call will merely note your issue. You’re put on hold or relayed multiple times. Your malfunction is registered, and you have to wait. It may take hours or heck, even days for your problem to get resolved.
A consultant on the phone
Nobody likes waiting, relays, and more waiting. Neither do we. At Korper, clients should never get delegated. We’re all responsible. So we don’t have a support team. If you experience any problems, one of our consultants will answer your call immediately. Aside from their years of experience, they also know all our clients personally. They understand how people have set up such systems, maintain them, and know what it takes to help as quickly as possible.
Active support
We recently had a client who had a problem with sending extremely sensitive data. The expert who could help him was on the ski slopes when he got the call. He stopped immediately and got to work for this client. Within an hour, we had the problem under control. This is how important support is to us. Our clients know that. Aside from solving problems quickly – sometimes within the hour – we also monitor our clients’ systems if desired, or the systems monitor themselves. Sometimes we’ve already dealt with a disturbance even before the client notices it.
Korper has several support contracts:
1. On call; at a predetermined hourly rate, if the client needs us.
2. Local support; we act within 4 hours, fix the problem, and/or communicate with the help desk departments of vendors in America, for a fixed annual fee.
3. Fully managed; we completely relieve our clients by managing everything: design, development, and maintenance, for a fixed annual fee.
One thing applies to all contracts: we do everything we can to solve a problem as quickly as possible. We all feel responsible for the services we provide. This is why we don’t have a support team; we all provide support.
Would you like to know more about our support contracts or about automation and RPA? Feel free to contact us.
