How We Support

we ensure you have the right expertise for every stage of your journey here is how we structure our support to best serve your needs day to day requests customer support team customer success manager focus immediate assistance, troubleshooting, and keeping your daily operations running smoothly your long term business goals, maximizing value, and proactive planning what they do 🐛 bug reporting quick resolution of technical incidents ⚙️ i nstant application help assistance with data imports, price exports, and process scheduling 🔧 minor adjustments handle small configuration changes, updating settings or managing user access and permissions 📚 general guidance answers based on the standard support services catalog 📈 strategic consultation provide guidance on how to leverage yieldigo to support your business goals 🗺️ future direction align product direction and priorities with your evolving needs 💡 best practices proactive recommendations on features and additional services 🗣️ business reviews regular check ins focused on your success metrics how it works a highly responsive, shared team available via ticketing portal, app chat or helpdesk email for fast turnarounds a specific person dedicated to your company who knows your context and history engaged via direct calls and scheduled meetings what happens if my request is too complex out of scope requests (major customization, reintegration, or extension) are aligned with you and, if confirmed as a major change, handed over to project delivery team if the request becomes technical or operational in nature, it is handed over to the support team if it requires a larger change or project work, customer success will align with you on scope and, upon confirmation, involve the project delivery team handling complex requests project delivery team solution architect focus executing large scale changes with defined scope, budget, and structured planning designing and guiding the technical solution to ensure it fits your architecture, integrations, and long term goals what they do 🔄 re integration delivery handle re integration resulting from changes in your erp or core systems 📦 module expansion design and deliver new application modules and major functional extensions 📊 custom reporting design and deliver complex, custom built reports 🔌 interface changes design and implement significant interface and integration changes 🧩 solution design define and validate the target solution architecture 🔌 integration guidance advise on interfaces, apis, and data structures 🧭 technical advisory support technical decision making 🧪 design validation review proposed changes before implementation how it works initiated by customer support team or customer success manager a project manager takes over to define the scope, provide a quote, and manage the execution a solution architect engages with you through scheduled sessions and targeted reviews, typically in collaboration with support, customer success, or project delivery