If you are a software company, your product needs to work…like it’s supposed to. Your software maintenance and support team makes sure that happens. Looking for a software maintenance partner to…
- Core Capabilities
Our application maintenance and support frameworks are metrics-driven. We focus on reducing your application support costs and increasing customer satisfaction.
Focus on new features instead of bug fixes and maintenance
Add technical expertise to your multi-tier customer support team
Establish a continuous improvement mindset
Automate and proactively resolve issues
Quickly diagnose and solve challenging problems
KMS does more than fix defects. We use innovative tools and proven processes to improve product quality. Long term, this leads to better usage and lower support costs.
Let us handle your application management. Free up your internal resources to focus on new innovations and application development.
We are flexible and can meet any support requirements. Our support services are available around-the-clock and on weekends and holidays.
Our engineers leverage automation and a continuous feedback loop to ensure quick bug fixes.
KMS’s retention rate beats industry standards. By not needing to retrain new employees on your product, we can resolve tickets quickly.
Efficient resolution can have a tremendous impact on loyalty and retention. We create our own knowledge bases for quick reference.
We are experts at integrating with existing support structures. By offering customer support with different levels of technical expertise, we can:
Call Center Help Desk Support
Automated solutions reduce the number of support tickets and time to fix issues. Our engineers build automation tools that make your level 1 support team more efficient.
Level 2 provides triaging support for customer issues that the call center could not resolve. The representatives in this tier have more technical knowledge. They try to find workaround solutions that do not need code changes. If we cannot find a resolution, we send the ticket to Level 3.
Level 3 representatives have a deep understanding of your product. They have the expertise to solve the most complicated issues. Working with the development team, they fix code defects and apply hot patches in the customer environment. If we are unable to immediately resolve a problem, it may be incorporated into a future product enhancement cycle.
Business never sleeps in a global market and your operations shouldn’t suffer from limited time zones. You can supplement your maintenance and support teams with our team in Vietnam to extend your coverage window to 24/7 to support your customers.