We recently spoke with our support team and it quickly became clear that there are no standard responses to the questions that arise. Every situation is unique and requires a personalized approach. Let us help you navigate the complex world of AML with our customized support services.
"As many projects, as many types of support. As many clients, as many different ways of presenting their requests."
At our support service, we've got two main activities, handling support tickets and working on customer change requests. When a client wants a change, it requires separate development to keep the existing system running smoothly.
We take adhering to SLAs seriously for traditional support tickets. Urgent requests are given high priority and handled within an hour by our professional team. Even low-priority requests do not go ignored, and our team reviews all inquiries weekly to ensure they are addressed as soon as possible.
Our team values efficiency and measures it using statistical indicators. We keep monthly records of open tickets and review them to track progress and outline project-specific numbers. If requested, our project managers send weekly reports to keep our counterparties informed.
Our team emphasizes that efficiency is more than just numbers. We work hard to meet every client's needs and always go the extra mile.
"A quick response is important, and we pay special attention to that."
Our support team, located in Budapest, is committed to delivering services that are tailored to meet our business partners’ needs. Whether it's a public holiday in their country or in ours, we're always available to provide support. Plus, our team stays up-to-date with the latest system versions through rigorous testing.
But we don't just rely on our expertise - we also offer professional training sessions to ensure our clients are well-equipped to use the system to its fullest potential. We know that mastering our system takes time, but we're dedicated to helping our customers every step of the way. With us, you can rest assured that you'll receive high-quality support no matter what.
"You can't learn how the system works in-depth in just a few days, as you will use it for months or years to come."
At the start of our client relationships, we expect to receive a higher volume of questions and support requests – and we're ready for it! However, our support team is available to answer any questions throughout the entirety of our partnership. We primarily communicate through tickets, but we're always open to scheduling meetings or having phone calls if it's necessary to exchange information more efficiently.
For any significant changes or modifications, we're happy to schedule separate meetings to explain how specific features work. These meetings usually involve smaller training sessions, and they can even be held during live support contracts.
We understand that some questions require more in-depth answers. That's why our team always strives to provide you with the best possible solution for your specific need.
"We consider it important to elaborate on the answers to the specific questions so that the functioning is clear, clients become familiar with the respective feature, and they are also aware of any potential issues or problems associated with a particular question."
Our team is always expanding our knowledge base through insightful discussions and experiences gained from other projects. By doing so, we aim to provide efficient and effective solutions for our customers’ current and future inquiries.
We prioritize the use of best practices and new features to enhance our clients' work processes. In our most recent project, we have adopted an agile approach where we hold bi-weekly meetings with account holders to discuss their requests and consider any necessary modifications.
When it comes to support, we dive deep to identify the root cause of any issues right from the start. This approach ensures we provide comprehensive solutions that solve the problem for good.
"We always approach a task by starting to think about where the problem may originate."
Our support team excels at verifying errors within the development environment. However, sometimes there's a lack of data to reproduce the issue. In such cases, they expertly generate or recreate it to uncover the solution. The thrill of this job lies in confronting unique issues, with each day and ticket presenting a new challenge. Our team thrives on the diversity and never-ending variety of this service.