Enterprises are at a technology crossroad. The business need to transform towards a digital model in order to better serve (and compete for) the next generation of customers has witnessed…
Our metrics-driven application maintenance and support framework reduces your support costs and increases customer satisfaction.
Focus strategically on new features rather than maintenance
Add technical expertise to your multi-tier customer support team
Establish a continuous improvement mindset
Automate and proactively prepare to handle issues
Quickly diagnose and resolve challenging problems
KMS does more than fix defects. We use innovative tools and proven processes to improve product quality, resulting in better usage and less support costs.
Let us handle your product maintenance and support so that your internal resources can focus on your new technologies without ignoring your existing platform.
Our resources are flexible and can meet any support requirements around-the-clock, in a set timeframe, and on the weekends and holidays.
Our team of highly-skilled engineers leverage automation and a continuous feedback loop to ensure bugs are fixed quickly.
KMS’s retention rate is significantly better than industry standards. We don’t constantly retrain employees on your product, resulting in efficient ticket resolution.
Efficient issue resolution can have a tremendous impact on loyalty and retention. We create our own knowledge bases and FAQs for quick reference.
With our experience integrating existing support structures, and 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 to 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 and try to find workaround solutions that do not require code changes. If a resolution cannot be found, the ticket will be sent to Level 3.
Level 3 representatives have a deep understanding of the product and can help resolve the most complicated problems (such as a bug in the system or unexpected behavior). Working with the development team, they fix code defects and apply hot patches in the customer environment. If unable to immediately implement the solution, it may be put to a future product enhancement cycle.
We are a global software engineering firm with a Vietnamese heritage. Outsourcing your maintenance and support needs with KMS can help your organization focus on core capabilities and ensure your customers are satisfied.
Get in touch to find out how we can deliver the best development solution for you.