At Odyssey we acknowledge that a key differentiator in moving forward is the provision of quality support services.
This encourages our customers to perceive us as a solutions partner rather than just another supplier: “We aim to be the company with which people prefer to do business”. Odyssey's Customer Support Services team has accumulated many years of experience from which your users can instantly benefit.
The Customer Support Services team provides two types of support services: Standard and Premium. Both can be extended by Optional Services. These offers ensure that all our customers can receive the type of support they need, when they need it, adapted to their individual requirements. If clients require further assistance, they can rely on Odyssey’s Services teams to help them with their specific implementation requirements which include consultancy, training, product installation, solution design, configuration and testing.
Throughout our offering, Customer Support Services make use of the Information Technology Infrastructure Library (ITIL) for the delivery of Odyssey support solutions. ITIL is a set of best practices for IT Services Management that furnish software providers with guidelines on how to support IT solutions in the most effective and efficient manner. It is therefore effectively a guarantee for those purchasing a software licence that their purchase will be serviced according to the industry’s highest quality standards. At Odyssey the Service Centre fulfils this role of receiving and storing all client enquiries about Odyssey solutions, whether about functionality, procedural use, operation and application of the systems, or incidents.
Comprehensive Support
Thinking ahead, Odyssey has pre-packaged this series of support offerings to enable clients to benefit from a wider range of support services, with a view to helping them align their support organisation with the growth of their business. From Training Credits for bank staff and specialised system Health Checks to packaged pre-Release Upgrade testing services, Odyssey has strived to address every issue clients may be faced with.
Future enhancements
Odyssey undertakes to regularly review our customer support strategy and look to continuously improve quality, range of Support Services, expertise and responsiveness. Odyssey will review its contact strategy to allow end users to obtain better information via their preferred contact channel. Over time the Support Services will provide extended global cover to ensure Odyssey is able to meet the demands of our global client base.