4PS UK Support Team: A Day in the Life

When it comes to running a successful business in the construction industry, having the right ERP system in place is critical – but having the right support team behind it is just as essential. The construction industry is complex and unpredictable, and it moves fast, with projects often involving multiple stakeholders, tight deadlines, and intricate supply chains. A reliable ERP system helps streamline these processes, but even the best software is only as good as the support that comes with it.

That’s where our UK-based support team at 4PS steps in.

They are the backbone of our customer service, working tirelessly to resolve any technical challenges our clients face quickly and effectively. Whether troubleshooting issues, optimising workflows, or offering advice, our team goes above and beyond to empower customers to focus on what they do best – building their businesses and delivering exceptional projects.

So, what does a typical day look like for our support team, and who are the experts working behind the scenes to ensure everything runs smoothly? Let’s look at the people who keep customers happy and their systems running seamlessly. Meet Neelesh Singh, our Support Team Lead, and Jonathan King, a seasoned Support Consultant with extensive ERP expertise, as we dive into a typical day in their lives.

4PS UK Support Team : A Typical Day in the Life

Morning: Starting the Day Strong

Neelesh begins his day by thoroughly reviewing Freshdesk tickets and preparing for the team’s daily stand-up. During this meeting, the team examines the support queue, assigns tickets, and discusses priorities to ensure no issue is left unresolved.

Support requests pour in through phone and email, covering a range of challenges from first-line inquiries to complex third-line issues. Neelesh’s role requires a strategic approach, ensuring that tasks are delegated effectively and urgent issues promptly escalated.

Meanwhile, Jonathan begins his day by reviewing outstanding tickets and planning his workload. By 10:00 AM, he joins the team stand-up, where support tickets are assigned, and the team collaborates on any questions or blockers. This morning routine sets the tone for a productive day.

Midday: Collaborating with Customers

Midday is all about connecting with customers. Neelesh conducts representative calls with key customers, discussing open tickets and providing updates. These calls often cover ongoing issues, upcoming developments, and company news, ensuring customers stay informed and supported.

In between these calls, Neelesh monitors the support inbox, addressing incoming tickets and escalating critical issues. He also jumps on calls to help customers resolve specific challenges, ensuring their systems remain operational.

Jonathan spends his midday hours tackling prioritised tickets. This often involves customer calls, deep dives into their ERP systems, and updating support tickets with progress notes. As a customer representative for specific accounts, Jonathan also holds regular calls to address outstanding issues, building strong relationships with his assigned customers.

Afternoon: Going the Extra Mile

The team’s dedication truly shines in the afternoon. Neelesh shifts focus to testing change request developments from the dev team or estimating new work for customers. He also takes time to mentor junior team members, offering guidance on tricky issues and sharing his wealth of knowledge.

Jonathan continues working on open tickets while keeping a vigilant eye on the support inbox and phones. He handles urgent issues swiftly, ensuring customers face minimal disruptions. His methodical approach and technical expertise ensure that problems are resolved efficiently and effectively.

What Makes Us Different

The construction industry has unique challenges, from handling multiple suppliers to managing large-scale projects. Our team understands these complexities and tailors solutions to fit each customer’s needs.

“We are a very close-knit team dedicated to ensuring customer satisfaction. We collaborate closely to resolve issues promptly and take pride in our work. When challenges arise, we can always rely on the strong support from our team members.” Neelesh Singh

“Construction is a fast-paced and constantly evolving industry, with new developments and regulations regularly emerging. This means that ERP systems must continuously adapt to meet these changes. The team I work with is dedicated to staying ahead, constantly learning and implementing updates, improvements, and new requirements to ensure our customers are always supported.” Jonathan King

Customer-Centric Culture

Customer satisfaction isn’t just a buzzword for us; it’s our priority.

“The 4PS support team is always very quick to reply, confirm the ticket, and offer any information or solutions they have. The team seem to have great cross-functional knowledge of the system, and if they don’t have the answer to hand, they will do their best to get it ASAP; they are very flexible in communication methods, offering teams call/messages, etc.” Kevin Chawke, Kirby Group.

At 4PS, our ERP support team is more than just a help desk – they’re a lifeline for our customers. Their dedication, expertise, and friendly approach ensure that every challenge is met with a solution.

Want to experience this level of support for your business? Contact us today to see how our team can make a difference.

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