Our goal is to achieve customer delight, and great people are the key to our success. We invest time and training in our teams so they help you achieve your business objectives.
HICX annual Client Advisory Board (CAB) provides a forum for the most senior stakeholders in our accounts to discuss their strategic requests of HICX.
Every account has a Quarterly Business Review (QBR) to discuss SLO’s, tickets raised in previous quarter, share latest functional enhancements that clients can leverage, and agree priorities for next quarter.
All clients have a named Customer Success Manager (CSM) for weekly operational calls. The product manager will join calls from time to time to review themes from issues and requirements, and incorporate these in the roadmap thinking..
Leveraging our global base HICX provide support on 24-7 basis, and if required, take a "follow-the-sun" approach for ticket resolutions, where leveraging time zones enables issues to get resolved during off-peak hours.
Our solutions are delivered as Software as a Service, as such they come with technical support included. What this means is that if the solution has any technical defect or an infrastructure related problem, they will be dealt with by HICX as part of the software license.
|First level||The customer's internal end user support||Subject matter experts / Power users|
|First level||The customer vendor end user support||Vendor relationship owners|
|Second Level||End user technical support - handling of technical questions beyond the scope of first level user support, and carrying out required investigation||The customer IT|
|Third Level||Application technical support - handling issues relating to the system not functioning as required.||HICX|
A typical hierarchical support model for a deployment.
For clients who prefer to outsource support services, HICX provide a range of services that can be taken as packages or combined to find the right blend. Examples of where HICX can provide best value include: