Issues & Service
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Delivering great service is critical to having a great relationship with clients. Make service a priority & manage it professionally with AffinityLive.
Deliver outstanding service & support with an integrated system that allows you to see the complete picture of the client relationship.
Watch video - Issues & Service
Manage issues & service professionally
Does your business get requests for small jobs, support or help from clients? If you're serious about client service, you need to make sure you're managing these little tasks, issues and service requests professionally.With AffinityLive, you get an integrated issues and service platform, which allows you to track service requests through a process and ensure nothing gets missed. Your staff also log the time they spend on issues and they can create tasks and manage deadlines if the issues are complicated. Finally, you can invoice for the time your staff spend working on issues, or eat into a contract/retainer - all in one, integrated system.
Milestones & Business Processes
Managing service issues is a balancing act between structure and flexibility. Without processes, things can be missed or forgotten, but if there is too much structure, your staff are constrained and slowed down, frustrating them and your clients.AffinityLive strikes this balance carefully, because it has been developed specifically for the professional services sector. By defining high-level milestones and critical business processes, with different milestones & processes for different issue types, you can achieve service consistency and manage risk without unnecessarily constraining your skilled and creative staff.
Approvals, Billing & Contracts
Often, it is easier to provide support and service to clients for free because the cost and hassle of adding up the time, creating invoices and the rest doesn't make it worthwhile. Wouldn't it be great though if you could recover some of your support & service costs - because after all, it costs your business - without the big admin burden?The good news is AffinityLive lets you do just that. Staff are able to log time against issues, and through a simple approval process, you can generate invoices, often in a batch so you can group multiple issues under a single invoice. Alternatively, if you have a support contract or service retainer, you can allocate the billable time to these credits, making it even easier to manage and account for the work you do for clients!
Capture emails, meeting notes & docs
Managing issues and client service is a collaborative effort, and often there can be dozens of emails between staff and clients. Multiple versions of documents & reports are generated, and if you're not careful this critical information can just disappear. To make sure your service team doesn't miss anything, AffinityLive automatically captures all emails against the relevant issue in a central, searchable system.Service staff can also use AffinityLive to schedule appointments (which ties in with their calendar), record their meeting and call notes, store their important documents directly against an issue, ensuring nothing is lost.