How Does Our System Support Work?

Today’s fast-paced world demands that all businesses have well-functioning IT systems. But what happens when those systems fail? 

Well, things can start to crumble quickly, causing disruption for your business and its customers.  

For example, staff turnover can cause various problems, including interface failures, payroll issues and report balance sheet profit and loss – all of which are critical to a company’s operations. 

That’s why our system support packages exist. If you haven’t got someone in-house to handle your software, or even if you do and their expertise isn’t enough, outsourcing system support could be your answer.  

Outsourcing system support can be a lifeline when something goes wrong. With our years of experience and expertise in IT, we can help you fix any issues that arise, allowing your business to run smoothly. 

System support is the range of services and resources that ensure an organisation’s IT systems and infrastructure operate efficiently and effectively.

Equinox Consulting’s system support aims to ensure that your business systems, including Unit4 ERP, are reliable, secure, and always available to meet the needs of the business and its users.

Getting To Know Our System Support Package 

Our (cloud-based) support desk provides a streamlined approach to customer support, resulting in increased efficiency and satisfaction for your customers. We offer tailored system support that’s designed to perfectly fit the unique requirements of your business and user base.  

In addition to providing problem and incident management, we can help you establish specific Service Level Agreements (SLAs) relevant to your business. This lets you set clear and accurate customer expectations to meet your service delivery targets.   

Our system also lets you track your support needs through monthly service reviews. This ensures that you are always aware of any issues or concerns your customers may have and can address them promptly.   

In summary, our IT service management software is a comprehensive solution that can help you provide a more efficient and effective customer support service.   

Now, let’s go into each of our system support services in more detail.    

Self-Service Portal   

Self-Service portals allow you to log in and monitor tickets and their progress. Self-service portals benefit businesses in many ways, including:  

  • increasing customer satisfaction,    
  • providing 24/7 availability,    
  • improving efficiency,    
  • cost savings,    
  • better data tracking analysis and scalability, and   
  • creating a competitive advantage.    

Customers can submit tickets, view their status, and add additional information as needed, speeding up the support process and reducing the workload on your support team.    

With Equinox Consulting, this option can be tailored to your business process, which includes support emails and addresses.  

Incident Management    

For a business to function effectively, it is essential to have a reliable incident management system in place. 

With an efficient incident management system, gathering incident-related information becomes organised and streamlined, eliminating the need for back-and-forth emails. Service desk teams can create forms in the user self-service portal to ensure that all the necessary information is collected during ticket creation.   

The absence of incident management can result in numerous issues, including:  

  • lack of transparency on ticket status and expected resolution timelines for users,  
  • absence of proper incident records,   
  • inability to document solutions for repeat or familiar issues,   
  • increased risk of business outages (especially in the case of major incidents),  
  • extended resolution times,   
  • lack of reporting capabilities, and   
  • decreased customer satisfaction.  

At Equinox Consulting, full system logging enables us to track, analyse and restore systems to full working order using software to assist.    

Problem Management    

Problem management is critical to prevent disruptions to business and ensure smooth operations.    

Unlike problem-solving, problem management goes beyond the initial incident to discover and dissect the root causes, preventing future incidents with permanent solutions. This proactive approach can prevent future issues by creating a stable and resilient business environment. By having a system to track solutions, businesses can adjust and ensure they meet the needs of their customers.   

Compared to incident management, incident management responds to a single occurrence, whereas problem management is used for a series of repeating events.  

Overall, problem management is an essential component of any successful business. By proactively identifying and addressing issues, your business can minimise disruptions, streamline operations, and ensure your customers receive the best possible service.   

Knowledge Base   

A knowledge base is an excellent tool for streamlining your business operations by offering a centralised location for essential information. This gives your staff and clients easy access to important data, increasing productivity and efficiency.   

By reducing the number of support tickets, your team receives, a knowledge base frees up resources and time to focus on other essential tasks.   

It can also help save money by reducing the amount of employee time spent searching for information about tax laws, company policies and procedures, or any other subject. In addition, a knowledge base simplifies customer interaction by enabling them to access information without contacting your staff.   

Ultimately, a knowledge base is a valuable asset for your business, providing your users with a 24/7 resource for assistance and helping you to streamline your customer support efforts.  

To ensure your system support is operating at its best, it’s crucial to evaluate its performance thoroughly.

Equinox Consulting can professionally accomplish this; however, you may also consider taking a moment to reflect on your current system support by pondering key questions, such as:

  • Are you encountering frequent technical issues?
  • Is the resolution time excessively long?
  • Do you have a dependable support team in place?

Being honest with yourself and addressing these questions will highlight areas that could benefit from improvement.

Once you gain this awareness, you’ll be empowered to proactively take steps towards achieving optimal system support.

How Can We Help?   

At Equinox, we have highly experienced support agents who can assist you with confidence and professionalism.   

We embed ourselves as part of your team. Unlike other consultancy businesses, we will not disappear into the horizon once your service is complete.  

We always aim to respond quickly to ensure your business continues running without any hold-ups. If you would like more information, please click here.  

How Much Will It Cost?   

This is one of our most asked questions – after all, this is an investment into your company’s future!    

Our prices are bespoke, depending on your business and your chosen package. We offer three different packages. Silver, Platinum, and Diamond. Each package has a different level of support.   

For example, with our Silver Package, your business will receive 10 support tickets a month. With our Platinum package, you will receive 50 support tickets a month; with our Diamond Package, you will receive an unlimited amount!  

To help you determine the best package for your business or customisable options, contact us today.  

Enable Your Digital Future with Equinox      

With over 7+ years of experience and a team of highly skilled consultants, we offer a range of services to help your business grow and thrive.    

From end-to-end IT solutions to enterprise resource planning (ERP), we provide comprehensive support for your organisation.    

If you’re looking for the best, most flexible consultancy, give us a call. We offer fast service and competitive prices to help your business systems remain up-to-date and applicable. 

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