Flexible, invaluable support contracts

The UK's leading software management company, Vet solutions, are opting for a flexible support contract offering an ingenious approach to encompass all of the needs that their clients may have, with outstanding customer services always being at the forefront of the Company's objective.

Vet solutions Chief Executive, Julian Bryan, says ‘There’s no secret recipe for excellent service delivery but we care about each and every one of our customers and listen to what they have to say’.

Julian continues ‘Firstly, our support team are available to receive calls during the same hours as most practices operate. So from 8am until 6pm the support phones are manned. Also a 24x7 manned emergency phone service is in operation, allowing users to call for help whenever’.

‘Secondly, every call is carefully logged and once a call has been completed and the query or problem solved, it is allocated a code to allow for subsequent analysis. Thirdly, we analyse our call statistics to identify our call statistics to identify trends in the most common questions or problems. This analysis often leads to new product development for both PremVet5 and RoboVet3’.

‘Finally the whole support process is managed within an agreed contract between support provider and support user. While some contracts are extremely rigid with lengthy notice periods, we believe in a more flexible approach.'

'Too many users are forcefully committed to a provider through a contract straight jacket. Our approach is to let the service quality speak for itself with far more transparent and flexible terms.’

For more information please contact Julian Bryan on 0131 556 3327.