Post Implementation
Support
WE’RE HERE TO HELP YOU!
TMP’s Managed Post Implementation Support addresses and answers the technical questions of clients. We provide a primary source of contact between customers and knowledgeable and responsive support personnel. Our support personnel are customer oriented and encourage clients to report incidents when they occur.
TMP delivers the tiered support model to escalate customer incidents to the right specialists. Tiered support ensures that all complex problems and non-urgent issues are quickly resolved to improve customer experience (CX).
Our Post Implementation support team is the “face” of our support organization, as it is the first department to interact with customers when technical assistance is needed. Our support personnel are responsible for building strong, positive relationships with customers. Our support team ensures customer issues are addressed and resolved in a timely, and efficient manner. Our objective is to continuously improve customer satisfaction and retain valuable customers.
Our Front-line post implementation specialists spearhead the ticket resolution process. As the initial point of contact for customers. Our post implementation system analyzes the trends of
our clients’ issues. We deliver the right answer and provide the right level of support to address their incidents.
Our tiered support structure gives TMP an organized, hierarchical approach to customer service. Our tiered framework consists of three (3) support levels, including Level 1 help desk support, Level 2 technical support and Level 3 specialist support. These three (3) support level are further examined and defined.
Tiered Support Structure
Level 1 (L1): Our support staff answer the customer’s
call and provide timely resolution for simple, basic-level incidents. Help desk staff often spend one to 10 minutes
on the customer’s support ticket. More severe issues
escalate to Level 2 technicians
Level 2 (L2): In this tier, tech-savvy support personnel will manage more complex customer support tickets. Personnel have the knowledge and skills needed to manage most critical incidents
Level 3 (L3): If L2 support is unable to resolve an incident, the team will escalate the issue to Level 3 specialized support. L3 is composed of highly skilled experts that can manage even the most complicated incidents. L3 teams can conduct a root cause analysis to gain more insight into customers’ issues.