Help Desk2021-08-17T12:14:35+01:00

Having an ERP system installed or upgraded is just the start of your journey with us.  

We believe that working with our customers is about so much more than just the implementation or consulting phases.  

Our experience tells us that there are times when you’re going to need that extra bit of assistance to get you moving in the right direction. Particularly if you’ve upgraded from an older version of software.  
 
With this in mind, we have launched our help desk service. 

Think of us as an extra pair of hands who knows your business inside out.  

Personalised support that works for your business.

Our help desk could be that extra bit of support that you need when you need it the most. 

The same people who were on your project team and took the time to get to know you and your business, move to this next stage with you.

This creates a continuity of service for you, a team of consultants at your fingertips who really understand what drives you as a business.

All our consultants have industry experience. We know what it feels like to be sat in front of a screen not knowing what you need to do next. We are happy to ‘sit’ with you to go through anything you need some clarification on.

So if you’ve forgotten how to run APS, or perhaps how to cancel a purchase order, we can help.

No big groups, no long-winded sessions that don’t cover what you need.

Rather than waiting for a specific training slot or waiting for a different team to help you, our consultants will work with you at a time that suits you.

Our SLA puts you in control of the priority of your issue.  

Our Help Desk software is both industry-leading, but simple to use. With an easy to use interface that can access a growing number of knowledge base articles. These have been specifically created by our consultants for the common problems that we know you may have.

help desk statistics

Image supplied by Zoho.com

What questions can I ask?

We understand that there are going to be times when you need to ask a question. Perhaps you’ve forgotten how to use a certain module, or you’ve had a change of staff.

We actively encourage all our help desk clients to ask questions!

  • My urgent order won’t ship and I’m not sure why

  • I’ve set the job as completed, but I still can’t release the stock?

  • I need to make some updates to our customer credit limits but can’t remember how

  • How do POs and Blanket POs behave differently?
  • What does ticking ‘Ship Partial/Ship Early/Ship Hold’ do on a CO?

  • We need to refresh our Ts and Cs on our Purchase Orders – how can we do that?

Responsive support times that work for your business.

Our help desk service

You can rely on our Help Desk to offer you day to day support to keep your system running and answer your user queries:

  • Guaranteed service levels

  • Staffed by our consultants

  • Your own ticketing portal

  • Can be tailored to your requirements

  • Knowledgebase

  • Multi channel support

  • Extensive analytics

  • Helps improve your efficiency

But don’t just take our word for it.

“After looking at four prospective ERP solutions, we selected Infor’s cloud based CSI / SyteLine solution and Gradient were then recommended by Infor to be our ERP implementation partner.  We have been delighted with all the support Gradient have given us and we feel we worked as one team with their consultants to reach a successful go-live in late 2020. 

We now utilise Gradient’s Help Desk which offers us day-to-day support when we need it and continue to work closely with them to further enhance our ERP solution.”

A UK based engineering development business

Get the right help for you and your business.

Call us now on: +44 (0)1282 463 710

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