Advanced Technical Support
Our Corporate Applications Group (CAG) focuses on providing technical expertise and serving as a back-up resource for the events that most perplex our clients and primary support organization. The process for engaging CAG begins when a support professional is notified of a problem, and after reviewing the event, technically classifies the severity of the problem. We use a classification scheme that ranges from Priority 0 to Priority 4, and issues are prioritized based on the definitions of the different levels. Based on which of the five priority codes is assigned, the CAG will commit to a response time and approach for problem resolution.
As with the other service and support programs provided by Phase Forward, the Corporate Applications Group prides itself on communicating and following up until the customer is fully informed and satisfied. Many steps along the way ensure this outcome, including the ability of CAG professionals to:
- Provide an escalation point for the customer
- Distribute issues to other engineers to ensure efficient handling of cases
- Monitor the quality of resolution and satisfaction level of Phase Forward clients
- Communicate with clients regarding detailed information about problem resolution
- Incorporate lessons learned into continuously improving standard processes, ensuring that all customers receive the benefit of our expanding knowledge base
Our track record and customer satisfaction results continue to affirm that we are meeting client expectations.