Without doubt, the two biggest things that matter to businesses when it comes to Accounts Software updates or issues occurring, is being able to speak to someone quickly and getting the issue resolved as fast as possible. That’s why we’ve worked hard to have some of the quickest response and fix times available for any software support company, anywhere. But how do we do it?
Our SLA is simple – 1-hour response time, 8-hour fix time. Providing reliable support is so important to our business, that’s why we structure our accounts software support team into dedicated product roles, such as Sage 200 and by training them to high standards (AAT Accredited) our support team can understand and fix issues quickly.
You can be confident that you are speaking to one of our AAT accredited support team. We have specialists in Exchequer, Sage and Pegasus meaning we can provide unrivalled personalised support across all our accounts packages. We have a larger team on our support desk meaning you’ll get talking to a specialist quickly.
With over 40 years providing solutions, you’re in safe hands. Our management team support our team along the way by ensuring support ticket loads are balanced correctly, resulting in an average fix time of approx. 2 hours and 30 minutes across all accounts support tickets. With an average response time at an amazing 20 minutes!
Although we’re proud of our average response and fix times, what really matters to your business is your own response and fix times and in regular review meetings with your dedicated account manager, we’ll show you what they are, which people are logging the most tickets, what has been causing issues and we’ll make recommendations to make things even better.
We’ve built our business with a core focus on looking after our customers and ensuring that they never want to leave! That’s why we can boast a 97% customer retention rate and a 99% customer satisfaction score from our completed support tickets – two statistics that are way above the industry average.
But if you’ve been burnt by a poor support provider in the past then you may be apprehensive about moving to a new company. If that’s the case then the structured process we use to manage support tickets, assist customers and provide a truly personal style of support should put your mind at risk.
To ensure that you have a dedicated point of contact within The HBP Group, we assign you an Account Manager who oversees our support contracts with you. All of our Account Managers have a huge amount of experience in the accounts software industry. As well as providing regular updates, statistics and reviews of our performance, your Account Manager will also help you with anything else you need from us.
That’s right, no receptionist or call handlers will stand in the way of you contacting our support desk, instead you get a direct line to the Sage 200 support team so you can speak to someone straight away.
Our average call wait time is less than 2 minutes and if you decide to log a call with us online or by email, then we promise a 1 hour response time, although in reality this normally takes 30 minutes max.
Unlike smaller software companies, we don’t mix and match the responsibilities of our team. We have a fully staffed Sage 200 support desk that focus entirely on answering customer calls and resolving queries and issues relating to Sage 200.
The process of managing support tickets and allocating them to our support team in an efficient manner is a vital component in the high quality of service that we offer. Ticket volumes are measured in real time so that workload is balanced between the team and with a simple two-tier support split, allowing us to escalate issues within the team, we can quickly get the right people allocated to the right jobs.
If you’re looking for a new accounting solution for your business then get in touch and book a review with one of our experts to discuss your requirements and find you the right solution.
Our team is hugely experienced and can assist businesses of all sizes so whether you’re looking at a new accounting solution, or you’ve been through a few, then we can help!
Our advice and guidance is always free and we’re happy to talk to any business, no matter what stage of the thought process they’re going through. We have built our business on the values of trustworthiness and passion and will happily provide assistance to you, so if you want a chat, just get in touch.
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We know that sometimes it can be hard choosing the right accounts software package that can keep pace with your current and future business requirements. That’s why we partner with the UK’s leading accounts software providers and offer consultancy to help you make the right decision for your business.
It’s no surprise that so many UK business rely on Sage for their accounting software after all, they are one of the largest providers in the UK and they have solutions that fit virtually any business, of any type in any industry.
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Pegasus Opera 3 is well known for its flexibility and customisability (if that’s a word) which is why its loved by SMEs across the UK. This modular software allows businesses to tailor their package by any industry or requirements.
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This award winning finance solution is perfect for growing organisations. It’s powerful reporting capabilities and simple navigation allows you dive deep into operational and financial data straight from your accounts package.
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If you’re looking for a new accounts package its best to start with our free accounts software review. We’ll work with you to identify your three biggest areas of pain with your current accounts solution and show you how to fix them.
Request A Review >Our data centre provides a cost-effective and secure solution for small and medium sized businesses looking to host Sage, Pegasus and Exchequer accounts software in the Cloud without the high costs and need for an on-premise server. We understand that every business has different needs so we’ve tailored our solution to match the most common requirements of SMEs.
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We help businesses of all sizes across a wide range of industries. Because we always start our process by discussing business requirements, we have helped a huge number of organisations improve efficiency and reporting within their finance departments by choosing the right solution for their organisation.
Our organisation consists of three companies; HBP Systems Ltd, Kamarin Computers Ltd and Jugo Systems. HBP are based in Lincolnshire, Kamarin in Cambridgeshire and Jugo in Hampshire. Between us we cover the vast majority of the UK and work under The HBP Group name to provide a seamless service between our northern and southern offices.
About Us >We specialise in providing accounts software solutions and accounts software support to businesses in multiple industries across the UK. Our 40+ years experience and award winning support, means you’re in safe hands.
