HexaCorp partnered with the client to deliver a comprehensive solution that includes hardware setup, software configuration, and structured support. The goal was to facilitate a smooth transition from contract signing through to live operation, followed by proactive support that addresses a range of client needs by ensuring optimal performance and high user satisfaction.

• • Ensuring smooth hardware and software implementation.
  • Efficiently onboarding team members unfamiliar with the new system.
  • Quickly addressing support issues through various communication channels.
  • Managing and categorizing support tickets to prioritize and resolve issues effectively.
  • Providing timely solutions to complex issues, such as calculation setup and integration with third-party systems.

• • Developed the product end-to-end and gradually started with support services and have been assisting the client from 8+ years.
  • Client can reach out for support via calls, chat, or emails, with email being the preferred method for detailed explanations and issue documentation.
  • All support requests are assigned with ticket numbers through Salesforce, allowing our technicians to systematically address each issue.
  • Each ticket is assessed within 30 minutes and within 5 hours whenever possible, ensuring prompt and thorough support.
  • We provide 24/5 support, maintain SLAs, fix bugs, add new features, and at times assist tailor-made solutions based on viability.
  • Ticket levels could be adjusted after client discussion to match the evolving needs, enabling efficient prioritization.
  • Team follows well-defined support process based on the requirements.