Customer Service

We aim to be an exemplary supplier in the support that we give to our customers. As our products are generally ‘middleware’ we work on the basis of offering second-line technical support as part of our core offering.

• We use our experience to help customers configure the Worksmart tools to best deliver their required end results from a robust T&C scheme to a thoroughly efficient HR workflow. 
• Worksmart assign an Account Manager to each customer. Through regular meetings, we understand changes in the client’s organisation and are able to recommend how the software can best adapt.
• We can help customers manage the change from paper-based systems to a fully online and paperless set of documents. This might sound easy but you have to methodically design out the paperwork from processes.
• Worksmart has a philosophy of empowering clients as much as possible. Its underlying tools enable ‘super users’ to become proficient in the software and its uses. Through training, ‘super users’ are able to make changes to the software’s ‘look and feel’ and how it behaves. This avoids the cost and delay of working through internal IT departments, or needing to request Worksmart make these changes.
• Regular User Groups bring together users across a number of our clients for sharing best practice experience and providing suggestions for system enhancements.
• Full training is provided as part of the implementation process, and additional training is provided on an ‘as required’ basis. Usually for large implementations we work with your own training provider to ‘Train the Trainer’.
• Technical Support is always available by phone or email during normal office hours (out of hours by arrangement), and includes site visits when appropriate.
• User Manuals are provided in both hard copy and electronic formats.
• We will agree a Service Level Agreement with each customer to tailor how queries are handled, speed of response, escalation procedures and reporting content. We run a full-time, permanently employed resource to handle customer service.
• Our technical help desk is based in our own offices so that we can control quality and place any problems in front of an analyst and developer resource to effectively find a resolution.