APPLICATION

MAINTENANCE & SUPPORT

Our application maintenance and support frameworks are metrics-driven. We focus on reducing your application support costs and increasing customer satisfaction.

BENEFITS OF PARTNERING WITH KMS

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

WHAT SETS KMS APART

Fix it the right way

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.

Focus on the future

Let us handle your application management. Free up your internal resources to focus on new innovations and application development.

Always available

We are flexible and can meet any support requirements. Our support services are available around-the-clock and on weekends and holidays.

Engineering expertise

Our engineers leverage automation and a continuous feedback loop to ensure quick bug fixes.

Employee Turnover Rate

KMS’s retention rate beats industry standards. By not needing to retrain new employees on your product, we can resolve tickets quickly.

Improved end-user satisfaction

Efficient resolution can have a tremendous impact on loyalty and retention. We create our own knowledge bases for quick reference.

OUR APPROACH TO APPLICATION MAINTENANCE AND SUPPORT

We are experts at integrating with existing support structures. By offering customer support with different levels of technical expertise, we can:

  • Offload the more technical aspects of support

 

  • Align with your business goals by optimizing outcome-based and comprehensive service level agreement (SLA) accountability.

 

  • Build automated solutions to reduce call center efforts. Doing so lowers solution turnaround time and increases customer satisfaction.

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.

WHY VIETNAM FOR YOUR APPLICATION MAINTENANCE AND SUPPORT?

Working in a global market means that business never sleeps. Your operations won’t either when you work with KMS to supplement your maintenance and support teams. We have teams in Vietnam to extend your coverage window and staff on-site to make sure things run smoothly. This is how we keep your platform up and running and help you offer 24/7 support to your customers.

RESOURCES & BLOGS

CONTACT US

Get in touch to find out how we can deliver the best development solution for you.