“It helped to know I was talking to someone who understood where we were coming from.”
PeopleAdmin has designated 2016 the year of the Amazing Customer Experience. And a big part of that amazing experience is support.
We’re focused on delivering top-notch solutions, services and support, but because we understand some customers might need more personal attention, we also offer options such as Premium Support.
“Premium Support is so fast,” said Diana Garcia Acero, HR specialist at Rice University, which has used Premium Support for the past five years. “We know we can pick up the phone and somebody will help us and everything will be taken care of really quickly.”
Premium Support is the most inclusive service package PeopleAdmin offers, and customers who choose this level of service are assigned a dedicated representative who learns their systems and workflows to provide knowledgeable, individualized and speedy service.
“The unique relationship and knowledge of the customer’s system is why Premium Support works well,” said Robin Vandeveer, senior director of customer support. She explained that customers with complex needs benefit most from Premium Support, including those with unique workflows for students, staff and faculty using the systems. “They can get personal attention from a representative who’s familiar with all those workflows every time they call. It builds a tight relationship between the service representative and the customer.”
Most Premium Support customers have weekly, bi-weekly or monthly calls with their representatives, which can become more or less frequent, depending on a university’s need.
“Our calls were weekly when we were going live on 7 from 5.8,” Diana said. “It helped to know I was talking to someone who understood where we were coming from whenever we asked for something.”
Additional benefits of Premium Support include:
- Enhanced service level agreements (SLAs) where all case priorities are handled in less time. Although all PeopleAdmin customer cases are handled quickly, Premium Support customers’ cases are the most promptly resolved to meet SLA commitments.
- One free PeopleConnect pass, which waives the annual conference’s registration fee for one employee — a valuable experience for anyone seeking to learn more about their product, network with peers, participate in a free ScholarLab session to discuss upcoming business or system changes, and more.
- Annual site assessments to ensure the system continues to meet customer needs. This may include observations for improving efficiency, identifying unused features that would enhance performance and indicating the usage levels of applicants, postings and more.
If you’re interested in learning more about how your university can benefit from Premium Support, contact your sales representative.