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Here at Solarvista, we understand that customer service is paramount, especially when providing Software-as-a-Service (SaaS) within the Field Service and Workforce Management industry, where substantial responsibility lies in the hands of the software vendor. We consider customer service to be just as important as the capability of the product, and that’s why we deliver unparalleled service from the moment your enquiry drops into our inbox, right through to the final stages of implementation- and beyond.

Below are 5 key areas of customer service we have got covered to help assist you from the beginning;

1) On-boarding

We offer onboarding packages to all our new customers to get to grips with the software and assist with your implementation, such as a dedicated Customer Success Advisor who will be available to help with any of your queries and we can take the headache out of data migration by utilising our experience of using the right tools for a smoother process.

2) Training

When you start using a new software for the very first time it can be overwhelming and often frustrating, which is why training is important from the start. Over the last 28 years, we have come across a multitude of questions and scenarios that have led to us creating a valuable collection of resources that can be accessed by all members of your team – for FREE! This includes;

  • An easily accessible online help centre for all those unanswered questions.
  • An extensive training video library that covers all the basics, as well as advanced step by step guides.
  • 1-2-1 Remote Training Sessions at a convenient time for you – just let us know your availability and we will put time aside.
  • Regular Scheduled Webinars with useful tips to get you started.

We are confident we’ve got it covered– but if there are still unanswered questions, we will be sure to help and make this accessible for others. 

3) On-going support

When you implement a software as a new customer, it can be testing and any help is appreciated to get you off the ground. Support departments are more than willing to get you past the first base, but as time passes and you are no longer the ‘new’ customer there is a tendency for support to slip.

The key to a consistent support service is having a dedicated support team who are available 24 hours, 7 days a week. Having the option of 24-hour support is a real added benefit should you ever require this, not only that, but even just a helping hand on a Friday afternoon when one of your engineers needs extra guidance on their app whilst onsite.

We provide ongoing support for each of our Solarvista LIVE editions, and as standard this includes Monday – Friday 0900 – 1700 GMT support. For our Ultimate level customers this extends to 24/7 support for critical incidents inclusive within your subscription. We do of course offer this to all our customers at a chargeable rate but it’s always good to know that the software vendor you choose has the capability for out of hours assistance. 

4) Customisation and enhancements

We update and upgrade Solarvista LIVE, free of charge, for the duration of your subscription. Ensuring you always stay up-to-date on the latest features. When our upgrades happen, you can be sure of minimal disruption as this is done seamlessly so your users will not be disturbed from their day-to-day tasks.

We understand that from time-to-time business needs change, new products develop, and growth impacts existing operations meaning that areas of our software will need to be customised in order to deliver optimum value at all stages of your journey. With our UK development team, over 25 years expertise and dedicated professional services team, we are able to manage and implement large and complex bespoke solutions or simple customisations at a later date. All our projects are managed in an Agile way to ensure you have the flexibility and change can be managed strategically.

Psst.. Read more about our Professional Services.

5) Communication

Regular updates are published from our customer success team to keep you up-to-date with all the recent advancements of Solarvista LIVE. We are keen to keep you informed at every step of the way. If you have a query or a quick question, our UK support team are available to hand throughout the working week.

About Solarvista

Solarvista is the UK’s leading independent provider of cloud-based field service software and mobile apps. We develop all the products required to enable you to get the right person to the right customer at the right time. Our products are in use by some of the UK’s best-known brands as well as many lesser known but leaders in their industry. All our products are available as cloud-based software-as-a-service with simple monthly fees.

Solarvista LIVE is software that helps people who run field service-oriented businesses.  It enables our customers to deliver exceptional service levels whilst increasing efficiency and driving revenue growth. It is the only complete solution that manages customer assets, service levels, contracts/agreements, job scheduling, job task control, parts, billing, and quotations. Solarvista LIVE is cloud-based so no hardware is required. It's accessible via every device type, is available in three editions to suit any business size and via simple all-inclusive per user pricing.

Carrissa Etches

Written by Carrissa Etches