Support
Auros is proud of their track record in
winning high profile client accounts, but more so of continual
success in retaining these accounts and building long term
partnerships with its customers.
One of the major benefits that Auros can offer
its clients is proven customer support systems and processes. Auros
has developed a successful support management model which whilst
flexible, typically sees Auros taking full 1st line
support responsibility, with Immediacy (and often other vendors
such as its co-location hosting partner), taking a 2nd
line support role.
The daily interaction between Auros
development and support team members with their Immediacy
counterparts, coupled with excellent relations between Auros
Project Managers and the Immediacy Support Manager ensures not just
compelling client service, but more importantly perhaps, that when
issues are encountered they are addressed and resolved
expediently.
Auros Client Support
Portal
If a client raises a support call with Auros,
which subsequently needs to be re-assigned to Immediacy, when the
Auros support team member changes the call owner to Immediacy, the
call continues to be tracked using integrated workflow. Unique
Support call identifiers are used to track each support call
throughout the lifecycle of that call regardless of whether it
is assigned to an Auros, or later Immediacy, team member at any
point in time.
From a commercial perspective, the Auros
Account Manager assigned to each client from the first point of
engagement during pre-sales has an ongoing responsibility before,
during and after initial engagement not just for client
satisfaction, but for working with each client to ensure that their
ongoing needs are met. From a project delivery perspective, a
dedicated Project Manager (PRINCE 2 practitioner) is assigned to
each project and that individual has full responsibility for the
successful delivery of the project, in terms of client
requirements, budget and timescales.
Auros recently enhanced client service further
(based on existing client feedback) by launching a full online
self-service portal. This portal by no means replaces the
frequent face to face and personal contact that Auros has with its
clients, but provides clients with the ability to get ‘real time’
updates on Incident Resolution and Change Request management
whenever they wish.
Auros Client Support Portal