What We Do
At Performa, our client management team ensure that each client should expect the following:
1. Questions and queries immediately addressed
Each client is provided with a dedicated Client Manager who is responsible for all of that client's locations globally. The Client Manager is the primary contact for any queries that the client may have. The Client Manager may not have an immediate solution to every query, but they are wholly responsible for ensuring that all client queries are appropriately resolved as quickly as possible. If a Client Manager requires any assitance with an issue, it will be passed to the appropriate business or technical teams, and the client will be made aware of the progress of the issue at regular intervals.
All client managers are fully integrated into a structured network of support staff to encourage efficient issue handling and sharing of best practise. Performa believes that this policy of support is preferential to the "help-desk" approach which could not match the high level of service we wish to provide to our clients.
2. The training that you need, when you need it
System training is included within the licence fee. We strongly advocate global training sessions, to ensure the system is used on a consistent basis globally. We recommend that these training sessions be scheduled for a full day. If a smaller group of people is involved, we recommend a minimum half-day training session. Performa are very happy to accommodate all client requirements and will ensure a training programme is custom devised to fit all needs. All on-going training is inclusive within the annual maintenance charge.
3. Access to User Groups
Performa host a regular Client User Focus Group (UFG). The prime purpose of the UFG is to provide a forum for our users to discuss industry related issues with their peers. Currently the user group is based in London although our users from overseas offices are also cordially invited. Performa undertake the event administration including the compilation of the agenda, invitation to an external guest speaker and the distribution of the minutes. A member of the user group chairs these quarterly sessions giving ownership to our client base.
It is the company view that Performa are at the User Group simply to facilitate and provide a service. However, based on the strong relationships that have been built with our range of clients, it is our aim that there is no "us and them" feeling.
4. Full support and enablement
We are positive-thinking people who are clear in our focus - to support and enable our PerformaGlobal Clients