Showcasing NEXA’s level of support: 8 support elements you get when working with us

At NEXA, we have been delivering innovative solutions to businesses and organisations across many different industries including government agencies, hospitals, medical facilities and universities in order to streamline their overall customer journey.

However, our commitment goes beyond just providing the actual products. We also provide the ongoing support our clients need to get the best outcomes from their investment.

Here’s how we collaborate with you.

Tech support as part of an ongoing commitment to our clients

Since businesses today depend on technology for their daily operations, a technical issue is likely to affect a significant portion of their business.

Many hardware and software products need to run 24/7. They don’t shut off after office hours and constant communication between various systems and products is essential. So, if technical problems can’t be resolved as soon as possible, it could be frustrating at best and catastrophic at worst.

That is why having a trusted and reliable tech support partner that offers a comprehensive level of product knowledge will ensure you’re getting the most out of a solution, with full peace of mind.

This support can be:

• as simple as a set of instructions
• as complicated as warranty programs
• onsite service contracts
• equipment on loan to replace a defective machine while it is being repaired.

All of these constitute NEXA’s product support which is designed to ensure our clients obtain the most value from their full tech solution long after installation.

8 support elements you’ll get from NEXA

NEXA is dedicated to providing superior product support not just for our software, but also for the hardware that comes along with it.

This includes:

1. Ongoing support and maintenance (governance) meetings

At NEXA, we take the time to regularly meet with our clients to discuss their solution, ensure we are delivering on our SLA (service-level agreement), resolve any concerns and keep them up to date on the latest technologies.

We do this to make sure we solve every technical issue as soon as possible and to avoid any prolonged business disruptions due to hardware or software errors.

2. Reliable in-house built equipment

To control quality levels, we manufacture our own equipment, like kiosks, right here in Sydney, Australia. By limiting the number of parts, we know what is inside every single kiosk and can custom-build innovative solutions to meet our clients’ bespoke needs.

At NEXA, we specifically choose hardware with a 10+ year product life cycle and use consistent equipment that we have rigorously tested and know stands the test of time. This means that if something goes wrong with the hardware, our team is already familiar with fixing and troubleshooting any fault, fast.

3. Seamless transition from Project to BAU (Business As Usual)

NEXA doesn’t just install our innovative solutions into your business and then leave you to fend for yourself.

We provide comprehensive handover training sessions from how to operate the product all the way to how the software seamlessly integrates with the hardware itself. We even provide tips on how you can easily troubleshoot some simple things just in case you encounter any tech problems.

For any system updates, NEXA can also arrange training sessions together with your support team to keep you up to date with the latest solutions.

4. Efficient replacement of equipment

From time to time, hardware can experience technical issues. While NEXA ensures we only use trusted and reliable equipment for all our products, there are some instances where our clients will contact us for product support.

This is why we offer a 24-hour replacement of hardware service to provide the parts needed along with the help of our support team so that you’re back up and running in no time!

5. Onsite technician support

While we build our products to ensure most hardware is easily swappable without our help, some components (like a kiosk screen) may require a bit more help.

NEXA will arrange for a technician to go on-site at the earliest time possible and complete replacement work as part of our support and maintenance service.

6. NEXA IT helpdesk

At NEXA, we take client experience to the next level, and we want to ensure you feel supported. With just a phone call or email, we can provide our clients with the reassurance that someone is always available to help.

Our IT helpdesk is available from 8:00 AM to 6:00 PM.

7. We understand your unique workflows and integrations

Every business and organisation is unique and requires its own solutions.

That is why at NEXA, we not only custom-build solutions to your bespoke needs. We also provide internal training sessions to our support team. This ensures that our team learns your unique workflow and integrations so that we can best support you when you need us.

8. Quick diagnosis of issues

NEXA understands the level of complexity in every business. We also appreciate how important that system and even hardware issues are quickly diagnosed to keep business disruptions at a minimum.

When you utilise NEXA’s hosting services, we have the ability to quickly diagnose any issues that may arise. If our clients wish to host the solution themselves, our team will work closely with your IT team to identify and resolve any issues.

Are you receiving the level of product support you deserve?

Choosing the right software solutions provider can be a complex decision that requires various considerations about your business, customers, unique needs and budget.

The right provider can help you streamline operations, develop effective roadmaps and plans, reduce costs, increase revenue and improve customer experience. However, you can only benefit from all of these if you’re receiving the right level of support.

If you’re looking to experience the 8 benefits of superior product support mentioned above, then NEXA may be the ideal provider for you.

So, are you ready to improve your customer experience?

At NEXA, we understand the importance that your organisation places on providing the best possible service and experience for every customer, every single day.

That’s why we’re here to help.

NEXA is an Australian company that delivers innovative digital solutions to empower businesses, staff members and customers by taking advantage of digital technology. With NEXA, you can support and enable your team, deliver excellent service levels and thrive in today’s evolving landscape.

Do you want to experience the benefits that come with integrating NEXA’s customer journey solutions into your university?

Talk to us today to find out how you can make your customer interactions matter.