Xledger provides a responsive end-to-end consultative process from onboarding to ongoing development. We use the latest technologies and channels to provide you with relevant support that is consultative in nature including:
- Support videos and help files within Xledger
- Quarterly upgrades with supported documentation
- First class support response and resolution times
- Live webinar sessions after each release
- Consultant-led webinars throughout the year
- Exclusive UK user and partner community
- Hypercare priority support for new customers
- Zendesk support portal
Help and online resources
Xledger has vast library of very useful help fragments and videos resources within its software to assist you in completing your tasks. The help fragments are step-by-step guides comprising how to perform particular tasks with screenshots. When clicking on the help button within any Xledger screen, a list of help fragments pertinent to that screen pops up for you to browse and choose. You can learn tasks by reading fragments at your own pace and convenience.
Support in Cloud
Support provided within our true cloud-based software is far better than that of any client-based software. Consultants can access your data immediately, meaning you get a first class support response and resolution time within Xledger.
Xledger releases product enhancements on a quarterly basis. You get a full documentation of new functionalities in the release and a live webinar session after the release introducing you to the latest updates.
Our consultants run webinar sessions throughout the year comprising tips and tricks of how to use Xledger to its full potential. These webinar sessions cover areas you may not be fully proficient in or plug knowledge gaps on areas you are unfamiliar with. These gaps are identified by analysing Xledger support calls.
Xledger UK Community LinkedIn Group
We have an exclusive group for the Xledger UK User and Partner Community to network, start discussions, exchange ideas, share best practice and discuss future system enhancements and developments. Members can keep up to date on latest news and developments direct from the Xledger UK team along with access to training videos, release updates and webinars. The aim is to encourage an open exchange of useful information and to support a growing Xledger Community in the UK.
We have introduced a unique support phase after a new customer has gone live called Hypercare. We recognise that after Xledger has gone live, the new customer will need extra support for a period of time as they are getting familiarised with the new system. Whether it is day-to-day queries or to raise questions that have not been asked before, we always give support priority to our customers in Hypercare so that they get the fastest possible response rates and solutions.
We use Zendesk as our support portal. Customers can log support calls by sending emails to a dedicated support email address. Our support team responds to this support call via Zendesk and the call will be allocated a case number. You can then reply to the support case by simply replying to the email from our support desk. The history of the support case is tracked throughout its journey. If a related issue is discovered and you want to follow it up, you can always reopen the original support call.
“Xledger is good value for money and provides excellent support.” (Galbraith)
“The level of service far exceeded our expectations from experience with other ERP vendors.” (CURE International)
“Key to us was success of the implementation process and delivery of the product, which you did really well.” (Swindon College)
“Our dedicated support manager Zheng made Xledger really easy to implement and use. We get extremely timely responses back every time.” (Church of England)