Customer service is one of the most important factors when choosing a software partner. Creditonline structures its support around three mechanisms: a dedicated relationship manager, tiered SLA options, and multi-channel technical support.
Dedicated Relationship Manager
Each client is assigned a dedicated relationship manager who becomes familiar with their business. This means queries go to one person who understands the context, rather than being re-explained to a different team member each time. If that manager is unavailable due to holiday or illness, Creditonline carries out a detailed handover to a replacement so continuity is maintained.
Multiple Service Level Agreement (SLA) Options
Creditonline offers three SLA tiers: start-up, standard, and premium. Each tier specifies the speed at which queries will be responded to, contact hours, and available communication methods. Clients can upgrade their SLA as their business grows.
Support via Phone, Email, or Chat
Technical support and general queries are handled through three channels: phone, email, and online chat via the Creditonline portal. The support team works to resolve queries and technical issues as promptly as possible. Clients are also notified in advance of any planned system updates or changes so they can prepare for any minor disruption.