A client view
"It was important that we select a supplier who understood the needs of a Reinsurance Intermediary. In KnowledgeCenter and their product Kcenter we have found the ideal fit. KnowledgeCenter has a proven track record in the industry with a strong and impressive Client base."
- Leslie Mactavish, Vice President of Internal Operations, Beach and Associates
KnowledgeCenter prides itself on long-term business relationships with clients. The key to these relationships is understanding the fact that clients use our products and solutions for applications that are absolutely business critical. Such applications demand the highest levels of support which KnowledgeCenter provides.
KnowledgeCenter understands that support starts even before a system goes into Production. As part of implementation projects, we work with our clients to define appropriate infrastructure and operational procedures that keep applications operating at peak efficiency.
KnowledgeCenter provides ongoing support services under the terms of a flexible Service Level Agreement that can be tailored to meet the specific needs of each client. When a problem does occur, KnowledgeCenter customers can obtain assistance by logging-on to our on-line ticketing system and raising a new support ticket.
KnowledgeCenter pro-actively manage each ticket to a successful resolution, taking due account of the priority assigned to the ticket by the client, with appropriate escalation where required. A copy is maintained of each client’s configured and customised system at our offices allowing easy replication of problems and diagnosis of the cause and appropriate resolutions. On those rare occasions where a ticket highlights a problem in the underlying software, response is rapid because all solutions are built on KnowledgeCenter's own software, enabling instant access to core code and the original authors.
The ticketing system also allows clients to monitor progress of each ticket and see reports on current and historical tickets. As a matter of course, regular reviews of overall performance and resolutions of tickets are conducted to ensure clients are provided with the support they need, and we are happy to organise reviews as and when required.