… an extension to your Web Performance team
Developing great relationships is as important to us as developing great software.
Guided by this principle Scivisum is a small, lean company, with one of the highest client support staff to client ratios in the industry. We pride ourselves on being able to provide the best support and service possible. through regular, dedicated communication, in depth understanding of both technical and business requirements and knowledge of markets, business culture and industry trends.
Our size means that we know all of our clients personally and can proactively provide them with exactly the help, training and support they need. Our world class, cutting edge R&D and Scripting teams have very close relationships with the Account Management and Client Liaison teams, enabling them to fully understand client needs and ensuring that their agile, flexible, development processes are all completely user-centric.
With SciVisum’s Managed-SaaS products such as SV-Monitor, clients also receive a complete all-inclusive managed service comprising:
- All set up
- Proactive managed service with personal account manager and Client Liaison
- Custom configuration
- Training online, by phone or in person
- Continual updating of test scripts to keep in line with changes on the target site
- Unlimited SMS and email alerts
- Unlimited portal access and logins
- Opportunity to contribute ideas to the ongoing development of the service through suggestions, user group participation and beta-testing new products
Marketing and Business teams can relax
Knowing that the all-important fast user experience that all brands need in today’s competitive online world, is being delivered: and when not, that their tech team colleagues will instantly get all the drill-down detail needed to fix problems.
As one client wrote:
“Our sales department have started to use the portal so they know when sites are down for maintenance or experiencing problems – if they are just be about to send out marketing campaigns these can be put on hold until the problems are rectified”.
Live Monitoring and Managed Support
SciVisum’s Client Liaison Team performs ‘live’ monitoring of each client’s User Journeys through the day. This not only ensures the clients’ scripts are always synchronised with changes to their sites, but also proactively informs each client in real-time, of any significant degradation in responsiveness or availability. Proactive client contact is provided for notable but non-alertable issues detected by the monitoring service (with diagnosis, analysis and advice).
Managed Support by the Client Liaison Team involves extensive investigation into root causes of issues, recreating journeys manually to identify problems, and providing appropriate documentation for the audience that requires the data including using screenshots, text based analysis and explanation and screen recorder replay footage as needed.
Knowing the value of actionable information, and having the benefit of seeing how others use the system effectively, we support clients with on-going refinement work on existing journeys as part of our valued consultative approach to monitoring. Client Liaison’s wide ranging expertise and in-depth analysis skills can help with interpretation of performance data for different departments or roles as needed.
We provide training and demos of the service online or in person as required to both existing clients and many new trial clients.
Response to client support emails occurs typically within five minutes, to either provide immediate advice or assistance or to confirm that the query is being dealt with, and an estimated resolution time, if it should need further technical investigation.
Day To Day Account Management
Client Liaison is also the point of contact for ensuring smooth day-to-day running of your account, creating additional logins, managing order acknowledgement, creating work cases in ticket management system, incident reporting and configuration of the system settings for new and existing features to best meet individual needs. “Doing What The Customer Does” is central to the Unique SciVisum approach to monitoring and the Client Liaison Team can help with the definition of key user journeys, where necessary, and ensures efficient set up by proofing orders by live run through in browser and working closely with both the SciVisum technical team and the client to clarify and refine any complexities, technical clashes or potential errors which may arise prior to go-live.
Where there is the need for maintenance or a new site release your Client Liaison Manager will contact you to discuss the best time for this to happen so as not to disrupt any vital client activity. Your Client Liaison Manager will also work closely with you if you take part in beta tests with us and need to provide feedback or get support on pre-live access to development sites.
Service Satisfaction and Regular Reviews
We believe that regular service satisfaction checks and explanation of new features by a member of the Client Support team are of vital importance. This personalised service means you can be sure you are using the Portal to the extent of its capabilities and getting the most value from the service. You can also suggest, or we can identify, ways by which the software or service could be improved. The Client Liaison team canvass client opinions, needs and wishes for inclusion into service and product development – championing client requirements at all stages of development from scoping and planning through to implementation.
Quarterly reviews are held with all clients to review performance, explore needs, discuss ideas, offer shared insights and demonstrate upgrades and new features. In addition every client has a dedicated account manager who can be contacted for help and support at any time.
When taking a trial of the system the Client Liaison team will be on hand to support you, and guide you through using the Portal and analysing those early results.
The company has grown to fill two offices in Canterbury, but with all work delivered from the UK, clients are assured of rapid responses.