SKGSE is strengthening its Customer Care offering to give customers more proactive support, greater predictability and more value throughout the lifecycle of their banking and treasury automation solutions.
For organisations running business-critical finance processes on Microsoft Dynamics 365, support is about much more than fixing an issue when something goes wrong. Payments need to go through, bank integrations need to remain stable, cash positions need to be reliable, and changes to the solution need to be introduced without unnecessary disruption.
That is why SKGSE is taking its Customer Care offering to the next level.
The new model combines Incident Management Services (IMS) with Application Management Services (AMS). While IMS provides structured, SLA-based support when incidents occur, AMS focuses on preventing problems, preparing for change and helping customers continuously improve their solution.
“We want to be a long-term partner that knows their solution, understands their business-critical processes and helps them stay ahead of issues and changes. That means being there when something goes wrong, but equally important, helping customers prevent problems, prepare for upgrades and get more value from the solution they have invested in.” – Jonas Andersen, CEO, SKGSE
“We don't want customers to have to wait until something goes wrong before they hear from us. We want to be one step ahead.”
“Whether that means preparing for a new release, testing a change or looking at how the solution is being used. It gives us a much better opportunity to help customers avoid disruption and get more from their investment.” – Kirstine Kærn, Head of Operations, SKGSE
Depending on their Customer Care level, customers can now benefit from services including release planning, upgrade coordination, testing, access to banking specialists and best-practice guidance. Standard and Enterprise customers also have access to annual customer check-ins, while Enterprise customers can receive support with solution roadmap planning.
The aim is simple: fewer surprises and less firefighting, with more confidence that the solution is ready for what comes next.
Customer Care goes beyond keeping systems running; it’s also about helping customers extract more value from the technology they’ve already invested in.
Through regular engagement, best-practice guidance and access to SKGSE’s banking and treasury expertise, we can help customers identify opportunities to improve how they use their solution and prepare for future requirements.
And because SKGSE supports multiple customers on the same banking and treasury automation solution, we can identify patterns and potential risks across our wider customer base. This gives our us an opportunity to share relevant insights and address issues before they become operational problems.
For Jonas Andersen, this is ultimately about strengthening the relationship between SKG and its customers.
“Customer Care is about staying close to our customers. We want to understand where they are today, where they are going and what we can do to help them get there.”
“Our goal is not simply to provide support when something breaks, but to take greater ownership of the customer relationship and keep their solution optimised and ready for change.”
Ready to explore which Customer Care level fits your organisation?
Contact us today, and let’s find the right fit together: