Enprise has grown its support team by 30 percent in the last twelve months, giving customers faster responses to support requests.
The bigger-than-ever support team means better service levels for customers, says Support Manager Murray Dudding.
“We can now deal with most of your queries straight away, instead of scheduling your query and getting back to you,” he says.
“We respond to 90 percent of queries within Service Level Agreements, an improvement of 3 percent on the same time last year. Our purchase of GlobalBizpro earlier this year increased support volumes by approximately 15 percent, so to improve service levels on top of that is a great result.”
Murray’s team delivers trans-Tasman on-site and remote support for MYOB Exo Business, MYOB Advanced Business and MYOB Exo Employer Services. The team also supports add-on products sold by Enprise that integrate with their core ERP systems.
Murray Dudding will soon celebrate ten years with Enprise and says the type of support customers need has changed greatly over that time.
“The issues we need to solve today are more technical than before because MYOB Exo Business is now often working within a hosted client environment,” he says.
“There are also a lot more third party products on the market now, so customers can really tailor their ERP solution to their businesses’ requirements. Understanding and supporting all those products requires a big team and a big investment in training.”
Enprise’s strategy is to deliver ‘gold standard’ support for both MYOB Exo Business and MYOB Advanced Business. Enprise has a range of staff fully trained on MYOB Advanced Business, with more undergoing training.
“Support for MYOB Advanced Business demands process-oriented solutions that work within the guidelines of the product,” says Murray Dudding.
He says having a dedicated support team means support staff are never pulled away to work on new implementations.
“Customers appreciate having a regular support person who understands their business and needs. We also have a pool of specialist resource for MYOB Exo Employer Services, as well as for add-ons like ScorePOS and MORE Manufacturing.”
Support team growth is a mix of new and returning staff.
Roselyn Nand has returned from maternity leave after having a baby daughter Ayahna and is now back full time. Roselyn has more than five years’ experience with MYOB EXO Business and is a principal Payroll Support Consultant.
Tanya Fulton is also now back at Enprise. Based in Hamilton, Tanya provides on-site support to customers in the Waikato/Bay of Plenty region.
She has eleven years’ experience and with her accounting background, specialises in financial reconciliation services.
New staff members include Josh Watters, who joins Enprise from Bridge2. Josh provides general MYOB EXO Business support and also specialises in the MORE Manufacturing software package. (See the story on More Manufacturing.)
Sonny Dhaliwal, Phillip Wang and Nicholas Wilson are also new to the support team. Sonny is from an IT background, while Phillip and Nicholas both have accounting backgrounds and are studying for their Chartered Accounting qualification (CA).
Experienced MYOB Exo Business consultants also help as needed to support Enprise customers. These include Ray Power and Angela Napper who both joined Enprise when it acquired GlobalBizpro. In Australia, Nick O’Shea and Sean Cooper help provide on-site support to MYOB Exo Business and MYOB Advanced Business customers.
Reason 1: Gold standard service and support.
Reason 2: Cloud options for every piece of software we sell.
Reason 3: The largest MYOB Advanced and MYOB Exo partner in Australasia, with dedicated sales, implementation & support teams.
Reason 4: A wide range of proven companion products from trusted partners.
Reason 5: With Enprise, you get MYOB Exo from the people that invented it.
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One of our consultants can call or visit you to discuss your needs.