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. ⚙️ Instant 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. |