SERVICES > Support and Maintenance
Whatever the reason for your need for support, at Cascade, we’re here to help with queries large and small. And we place great pressure on ourselves to provide the highest quality of service, to ensure your retention.
How do we do this? Our Leeds-based service desk team is not just made up of customer service professionals. Each of our service desk consultants also knows our HR and payroll software inside out. So, rather than reading from restrictive scripts, they draw upon a wealth of knowledge to help you with your query. And if they can’t be of immediate assistance, your query will be elevated to the next tier of support, to ensure you receive the resolution you require. Everything is logged, enabling you to track the progress of your call/email, and you will speak to the same familiar voices, of people you’ve probably met if you’ve visited our West Yorkshire offices.
So, if a client is met with an unexpected error when running a query or report, for example, they may call us for some assistance. We’ll talk through the exact nature of the issue with them, in the hope we can identify, advise and/or action the best-fit resolution. If it turns out to be a data issue that would benefit from third line support, we’ll escalate the query so that more technical input can be offered.
If you need some out of hours assistance, are looking for a simple reminder, or would like to check you’re getting the best from Cascade, we also have a comprehensive library of resources, FAQs, hints and tips, available on our dedicated customer portal. Accessed online via secure log-in, this is a well-used facility, available 24/7, that you can explore at your own pace. It is great for “How do I..?” questions and its popularity also frees up more service desk time for less common queries.
So, whilst our remote customer support is designed to provide fast diagnostics, issue identification and resolution, it doesn’t beat face-to-face contact with someone who understands your organisation almost as well as you do. That’s why an account manager will be appointed to support you throughout the lifetime of your software. They’ll keep in touch with you and will regularly visit your site to ensure everything is running smoothly. And they’ll monitor the evolution of your business to proactively consider how you could make further value-adding use of Cascade.
It has taken years for us to perfect our customer service model, and because we believe in continuous improvement, we constantly review our approach and methodologies, to leave no stone unturned. But ‘Software Provider of the Year’ award recognition, a 99.65% SLA achievement rate from the past 12 months, and 98% of customers rating us good or excellent, indicates that we’re on the right track.