At The NAV People we aim to provide the absolute best standard of customer service. Here are just some of the ways that we go about it!
Our support team
With a dedicated team of over 20 Support Staff, we have someone for every NAV eventuality! All our team are experienced consultants who come to work each day with one purpose and that’s to deliver a high quality, value for money service. Always at the end of the phone, they are more than happy to assist in any way they can, whether it’s a systems issue, functional question, process advice or some training, our team are there to help!
How to log a call
You can log a call in two ways, you can either email the Support Team at firstname.lastname@example.org or call us on +1 (888) 609-6766 and select option 2. Each time a call is logged, you will be given a call reference number for future correspondence. We ask all our customers to email the support address rather than individual consultants to ensure each call is logged and processed efficiently.
When can you log a call?
You can log a call during our standard hours of cover from our Help Desk which are 09:00 to 17:30 US Central Standard Time (as amended by Daylight Saving Time) each weekday, excluding weekends and United States Federal holidays. Out of Hours support can be arranged through your Account Manager.
Our Customer Portal has been designed specifically to show information about your support calls at a glance, this includes all open, resolved and closed incidents with consultant notes and the ability to rate how well we have done. You can also manage and re-print your invoices straight from the portal! You can find the Customer Portal at https://portal.thenavpeople.co.uk/Account/Login
If you don’t already have access to the Customer Portal, either email us at email@example.com, talk to your Account Manager or call us and we will set you up an account! Out of Hours times are 08:00 - 23.00 in the UK.
Requesting chargeable or development changes
If you would like to make a request for any development changes, please contact your account manager, or email firstname.lastname@example.org we will then provide you with a quotation for the work and schedule accordingly.
Minor mods service
This is a service where we will make small changes (by which we mean those which take less than an hour) for free. The kinds of things that we can offer as part of the minor mods service are:
- Adding a field to a table and exposing it on a page/form
- Making fields visible
- Adding filters on a report
The whole process of a minor mod, including scoping, development and deployment, should fit within a 1 hour period.
Standard response times
We use all reasonable efforts to meet the following targets in respect of the issues logged. In offering these timescales, we’re not offering any guarantee or warranty that the issues will be resolved within this period of time – but we most definitely try! Minor mods and burst training sessions are outside of the standard SLA but we strive to deliver them asap.
How else do we help?
At The NAV People we recognize that each customer is different. A few will have a high level of internal development skill and experience, and will wish to be self-sufficient in support and developing their system. Others have a lower skills base and will want to maximize the support they receive from their support partner. We have developed a range of options to give you the maximum choice when it comes to selecting an appropriate level of support. But, if nothing suits, then we are happy to work with you to develop a personal support plan tailored just for you. Oh, and as an aside, we don’t charge support on modifications!
Our service ensures that there is a regular flow of information and feedback between The NAV People and our customers, keeping you well informed of developments in the Dynamics NAV world. Your Account Manager will be responsible for managing our relationship, they are not sales people, they are there to help! As part of their role they will discuss requirements, help scope change requests or get the right person engaged, facilitate knowledge transfer relating to any solution or company changes, including demos, assist with training, especially when you have new users and most importantly, ensure that you’re receiving the quality of service you expect.
Solution architect review
Solution Architects are responsible for working with customers and The NAV People service delivery team, to review customers’ requirements and advise on the most appropriate strategy and solution. The solution architect review is a free of charge service available to all customers and is designed to help customers build their short, medium and long term plans.
The NAV People newsletter
Our regular newsletter provides another avenue for you to keep up-to-date with Dynamics NAV news as well as how-to videos, notification of events and webinars and advice on common support issues. Sign-up at: www.thenavpeople.com/newsletter-signup
We see training as a logical extension of our support policy. The better users are able to take advantage of their system and Dynamics NAV’s full range of options, the more likely we are to have happy and satisfied customers! Speak to your Account Manager to see what's on offer.
Our website is a great place to find helpful Dynamics NAV information. We have a dedicated Knowledge Hub, where you can find a selection of short, useful videos explaining and demonstrating standard functionality in Dynamics NAV. Visit the Knowledge Hub at: www.thenavpeople.com/the-knowledge-hub
On demand burst training
We offer 1/2 hour, on-request WebEx training on standard NAV or add-on functionality for our customers. Just let us know what you’d like to learn!
Our Knowledge Sessions are free 15-30 minute webinars where anyone can join – we cover a range of topics from what’s new to the latest version of NAV to workflow to Jet Reports. Check out what’s coming up here: www.thenavpeople.com/knowledge-sessions If you ever have any suggestions about future Knowledge Sessions, then please email email@example.com to let us know - we'd love to hear from you!
We endeavor to continually improve our services, come up with new ways to support you and help you to get the very most out of your Dynamics NAV. If you have any suggestions for new ways that we can do that we’d love to hear them – do get in touch!