Support that goes beyond 24/7
At Openlink, we consider client support to be more than a simple customer service operation. Because not only do we offer traditional technical support for software installations – we also seek to collaborate in understanding client needs and adding value through customer-tailored service packages and engagements. We partner with you in an ongoing manner to seek out the best use of our solutions across your business.
We are a 24/7 “follow-the-sun” support model; offering support in real time– whenever your business needs it the most. Clients can reach us anytime, on any day for live support. Our services team positions highly trained experts throughout all geographies so knowledgeable assistance is always available.
Key features of our client support services:
Client Advocate Program: To ensure that your experience with our products and our process exceeds your expectations, we appoint an Openlink representative trained and briefed on your situation.
Annual Voice of the Customer Survey: We created this customer feedback program in order to more quickly develop useful solutions to common client requests – and some not so common ones. At key engagement points – such as implementation or at the closure of most support cases – we conduct surveys to drive action and investment to better serve clients and create better products. This formal dialogue keeps customers (and Openlink) up-to-date on how to make the most of an Openlink solution.
Award-winning recognition for Customer Service: Openlink client support services have enjoyed industry-wide recognition for their excellent work in servicing client relationships. Recent awards include the 2016 NorthFace Scoreboard Award for “Excellence in Customer Service and Support” and the 2017 Stevie Award recognizing the “Young Customer Service Professional of the Year.” Of course, most rewarding are the excellent reviews we receive from our clients.
2017 Stevie Award Winner Charles Eberhardt
The Stevie Awards honors the “Young Customer Service Professional of the Year” and our own Charles Eberhardt from our Tulsa office is this year’s GOLD winner. He’s recognized for his exemplary performance as both an individual contributor and team player.
Michael Cronin, Vice President of Support & Maintenance Operations at Openlink commented, “One of the core values at Openlink is that everything we do is for our clients. Our clients have recognized our commitment to providing high quality services through their feedback, and new solutions such as the Openlink Cloud provide us with an exciting opportunity to continue to raise the bar and exceed their expectations in the future.”
Multiple support levels: Openlink offers multiple options for support coverage based on client needs – always to ensure that customers’ objectives are met on their terms at all times.
Regional teams: Openlink’s layered support network utilizes regional teams in Bangalore, Berlin, Dubai, Houston, London, Mexico City, New York, Singapore, Sydney, Toronto, Tulsa and Vienna, along with dedicated support staff to provide our global client base with 24x7x365 coverage in all time zones.
Online Support Services: Openlink 360° – our secure client portal now accessible from any mobile device – lets users submit and track requests, review the latest information on new product releases and provides access to an online community that helps facilitate client interaction and information sharing. Please contact your local Portal Administrator or Openlink Account Manager to request access.