Kyriba has made great strides in client support by offering new and innovative support enhancements designed to enable clients to quickly resolve issues and get back to their daily routines. Focusing on providing support by offering the right person on the right issue at the right time, Kyriba created the TIP program, which includes Triage, Investigations and Product liaison teams, to ensure efficient handling and resolution of support issues.
Communication is the cornerstone of outstanding client support; in the last year, with the TIP program, Kyriba has noted shorter case duration, with two out of every three cases logged and resolved in the same day. Kyriba has focused on providing more frequent and proactive communications to clients, which has greatly increased client satisfaction.
In 2015, our goal is to continue providing support enhancements through Kyriba’s Premium Support, a service that offers a unique level of support for clients.
Kyriba Premium Support continues to provide standard support via Kyriba Social, our online support and community portal, as well as email and telephone. In addition, Kyriba Premium Support provides a dedicated support account manager, more case-related reporting for clients on outstanding support issues, and proactive monitoring of platform and bank activity, and helps clients to optimize their use of Kyriba.
A dedicated support account manager is an integral part of Kyriba’s premium support, as they know each client’s environment and processes, and monitor all support requests. They coordinate escalations if needed and provide clients with regular reporting on support cases and customized webinars for every new release.
Customized monitoring covers several areas – ensuring bank statements and payments are sent, as well as proactive monitoring of Kyriba’s platform and bank communication issues.
Kyriba Premium Support provides clients with access to all of Kyriba’s global support centers, and a individual, company-only group on Kyriba Social, for the users of that company to share best practices and information regarding their use of Kyriba.
We’re very excited to move into 2015 with more support resources than ever, and look forward to providing our clients with these enhancements to optimize their use of and investment in Kyriba to become more proactive treasurers.