How We’re Committed to Customer Success - 4PS ERP Support

When you invest in an ERP solution, you’re not just purchasing software – you’re building a foundation for your business’s future success. At 4PS, we believe that success starts with exceptional support. Our customer-first philosophy ensures that your system is always in good hands, helping you navigate challenges, optimise processes, and confidently achieve your goals.

Here’s how we make it happen:

4PS ERP Support – Rely On Us!

We understand that time is money, and when something goes wrong, you need answers – fast. At 4PS, our dedicated support team, based at Birmingham Business Park, is always ready to assist. Our mission goes beyond keeping your system operational; we aim to ensure it performs to its full potential. Whether you need technical help, training advice, or strategic guidance, our experts are here to ensure your business operations never miss a beat.

Our team’s hands-on approach means that we don’t just react to problems – we solve them quickly and efficiently, minimising disruption to your business. This level of reliability provides peace of mind, knowing you have a partner who genuinely cares about your success.

A Proactive Approach to Your Success

We don’t just solve problems; we work proactively to prevent them. By analysing support trends and customer feedback, we identify opportunities to improve your system’s performance and help you get more out of your ERP investment.

For example, if we notice that certain features are underused, we might recommend training sessions tailored to your team’s needs. Similarly, our team regularly reviews customer feedback to identify potential pain points before they escalate. By maintaining open communication with our clients, we strive to create a partnership that drives continuous improvement and growth.

Our Customer Support Process

Every customer query is handled with precision and care:

1. Logging the Call: Your issue is logged, and a unique reference number for tracking is assigned. This ensures that nothing gets lost or overlooked.
2. Prioritising the Issue: Based on its impact on your business, the issue is categorised as low, medium, high, or urgent, ensuring timely and appropriate responses.
3. Diagnosis and Resolution: Our team investigates the issue, often replicating it on a customer test environment to fully understand the root cause. We then work to resolve it, whether through a fix, a workaround, or a recommended upgrade.
4. Ongoing Management and Escalation: If necessary, calls are escalated to senior management for additional support, ensuring that no issue is left unresolved.
5. Closing the Call: Once the issue is resolved to your satisfaction, we close the call and document the resolution for future reference.

Three Teams, One Mission

Our support team is organised into three specialised groups:

• Support Team: Your first point of contact, ensuring that calls and emails are logged and assigned efficiently.
• Software Development Team: Experts in diagnosing and fixing system and data-related issues.
• Technical Support Team: Specialists in hardware and software setups, ensuring smooth integration and performance.

These teams collaborate seamlessly, drawing on their advanced Microsoft Dynamics Business Central training and real-world experience. This ensures that no matter the complexity of your issue, you’re supported by experts who truly understand your business and its needs.

Strong Partnerships, Stronger Support

We pride ourselves on our ability to resolve most third-party product issues in-house. Our team maintains close relationships with third-party suppliers to ensure we can access their technical expertise when necessary. This means even the most complex challenges are handled quickly and effectively, minimising downtime and disruption to your business.

Going Beyond Troubleshooting

Support at 4PS isn’t just about fixing problems – it’s about empowering you. Here’s how we add value:

• Improving System Usage: We help you unlock the full potential of your ERP system, identifying underutilised features and recommending enhancements.
• Enhancing Knowledge: Through tailored training sessions, we ensure your team has the skills to use the system efficiently.
• Driving Efficiency with Automation: From payment solutions to mobile integrations, we help you streamline processes and reduce costs.

We also take the time to help our customers plan strategically. If your business is scaling or undergoing significant changes, we’re here to advise on how your ERP solution can adapt to support new goals and challenges.

Peace of Mind, Every Step of the Way

At 4PS, we see ourselves as more than just a service provider – we’re your partner in success. Our comprehensive support services are designed to ensure your ERP system runs smoothly, enabling you to focus on what matters most: growing your business.

Whether you need immediate technical support, training, or help planning for the future, our team is here for you every step of the way. For more information about our support services, download our Customer Support Guide or contact us today.

DOWNLOAD CUSTOMER SUPPORT GUIDE