The importance of robust EDI support
EDI serves as the lifeblood of most organisations. When an error crops up in your EDI system, it can bring your business to a standstill. You need an EDI provider that recognises the havoc these errors can wreak on your supply chain – whether it’s causing order delays or payment disruptions, these issues are essential to smooth business operations.
That’s why we prioritise after-care for our customers; we understand the urgency of resolving issues when they arise. Your business can’t afford to stand still, and you need an EDI provider that can provide your business with a timely response to finding a solution for your error. With our various support packages, you can get in touch with our UK-based support team via email, phone, or our user-friendly ticketing system, ensuring that you have access to real people when you need it.
Through their extensive understanding of Netix and diverse ERP integrations, our support team excels in delivering exceptional aftercare. Our support team’s dynamic communication skills enable them to efficiently resolve issues by effectively engaging with both internal and external stakeholders, ensuring timely resolutions.
This year, our resolution rate is at 97%!
Having successfully resolved 97% of our support tickets within the agreed Service Level Agreements (SLAs), our team demonstrates its technical proficiency in promptly addressing support queries. With a high resolution rate, our support team efficiently tackles and resolves your queries, ensuring your business can swiftly return to its usual operations.
Our dedication to efficiency is evident in our high resolution rate, allowing us to swiftly and effectively address issues, thus reducing disruptions to your business operations. Furthermore, our commitment to customer satisfaction is reflected in the overwhelmingly positive feedback we’ve received, with our clients consistently rating our support services at an exceptional 4.9 out of 5.
Our support are a valuable asset to your team
Integrations are easy and in cases where they haven't been, the project team have been amazing at going the extra mile to get things over the line. The support is fantastic from a technical perspective
Head of Digital in UK
The support team are excellent at troubleshooting to get the problem fixed for us.
Supply Chain Executive
The team in Preston are really good and are very responsive. Also, the integration with Sage 50 was straight forward.
Head of Supply Chain in UK
Customer service is great and someone is always on hand to answer any queries.
Finance Controller
Our standardised support packages
| Level | Support Model & Availability | |
|---|---|---|
| Standard | Support provided by email only. | |
| All queries must be logged via the support portal. | ||
| Available Monday - Friday during 9 am - 5pm. | ||
| Excluding UK bank & public holidays | ||
| Premium | Support provided by email and phone | |
| Available Monday - Friday during 6 am - 10pm | ||
| Excluding UK bank & public holidays | ||
| Premium + | Support provided by email and phone. | |
| Monday - Friday, available 6am - 10pm | ||
| Saturday, Sunday, UK bank and public holidays during 6am -2pm. Excluding Christmas, Boxing and New Year's Day. | ||
| Add-on | Christmas, Boxing and New Year's Day. Operating hours are during 6am - 2pm. | |
| 24/7 | Full 24 hours, 7 days a week, 365 days a year! | |
| Support is provided by email, phone and ticketing portal. | ||
| Outside of office hours, support is only provided via phone. |
Proactive monitoring of Netix
Discovering the underlying source of an error can prove to be a time-consuming endeavour, especially when intertwined with your everyday responsibilities. Swift detection of errors is crucial to prevent any disruptive setbacks. No need to fret, as we provide specialised proficiency in both EDI and Netix, allowing you to delegate the troubleshooting process to experts who handle Netix intricacies on a daily basis. Our team is adept at pinpointing the root cause of issues, whether they stem from human errors or system-generated alerts.
We conduct thorough examinations and proactively monitor the EDI system’s alerts, messages, and error indicators on your behalf. Proactive monitoring ensures an efficient and scalable support plan with predictable costs. Reclaim valuable time in your day by embracing proactive monitoring!
Outsource your EDI expertise
We understand EDI can be the hot potato in your organisation, often leading to its shuffling between departments due to the specific expertise it demands, which might not be available internally. Our services encompass comprehensive support, including setting up EDI systems with necessary integrations, process automation, onboarding trading partners, and ensuring continuous compliance with standards and authorities.
Each service is overseen by a dedicated Service Delivery Manager who acts as a single point of contact, managing coordination, documentation, system monitoring, reporting, and, if needed, communication with external parties on your behalf. Entrust us with your EDI needs, and allow our dedicated team to streamline operations. Alleviate the burden of EDI shuffling in your organisation, enabling a seamless and efficient workflow within your organisation.
Want to know more about our support packages?
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