We are good at Sage support – we know Sage 50 and Sage 200 well; are easy to reach by phone or email; can quickly look at problems using our remote support software; and are both patient and friendly. But this isn’t, or shouldn’t be, unusual.
We could set ourselves apart using service level agreements (“SLAs”) although they usually protect the supplier rather than the client, or we could insist all our people have some level of accounting qualification (we prefer capability and experience). What makes us different is involvement.
Better Sage support
Greater involvement manifests itself in many small ways including
- Valuing learning and understanding, so we’re always happy to show how something is done, not just do it or, worse, email a set of instructions.
- Solving the problem, whether it’s purely a Sage issue, a process that needs tweaking, or needs us to lead a bigger discussion.
- Quickly getting to know our clients and their businesses, and shaping our response to support requests accordingly
- We don’t consider each support request in isolation, we look for patterns in case there is a deeper or wider issue
Our people have experience, which includes:
- Encompassing processes and accounting on one hand and accounts software and management of IT on the other – so you’re not left shouting across the void
- Working with: startups, owner managed businesses, businesses preparing for sale, subsidiaries, groups of companies, corporates, non-profits – so we’re used to getting stuck in with change, whether steady or radical.
- Being involved with planning – so that accounts and related systems track and support the growth and development of your business
- Working with clients’ staff from the newest temp to board level
- Above all of solving problems, seeing things through to the desired conclusion not focussing overly on the boundaries of formal responsibilities. It’s what we do, what we enjoy.