Our ongoing aftercare and support package, Connect, is much more than bug fixes and answering questions about our software. Gaina Connect is an extensive customer care package. Connect incorporates a tiered software support help desk along with a dedicated Customer Success Manager for all customers, and on-going Pro-active monitoring of your system. Connect also allows our customer to shape the future of the software by providing a valued input to our product development road-map.
Software Support Helpdesk
Calls are triaged by our Tier 1 Team who escalate support issue to Tier 2 Developers when necessary. Gaina’s Tier 2 Development Team are a highly skilled team of professional developers who initially designed our software. Our support teams are proud to maintain very high levels of customer satisfaction, scoring an average rating of 4.8/5.0 for 2018.
Customer Success Manager
Every Gaina customer is allocated a Customer Success Manager. Gaina’s team of Account Managers have a wealth of sector knowledge and a genuine interest in what’s best of our customers. Customer Success Managers are proactive individuals who understand our customer’s needs and business processes.
Proactive System Monitoring
Gaina works hard to ensure that your Control-IT system runs smoothly. Our monitoring system safeguards your servers from overfilling by defining threshold parameters that alert us to capacity being approached. We offer ongoing data backups so that in the worst-case scenario, you can recover all of your business data if disaster occurs.
Product Development Road-Map
With Gaina software, we offer you full visibility of our short, medium and long-term commitment to the development of both our products and services, all of which are specific to the drinks industry and to help you to navigate a fluctuating market and external factors. Not only do you have access to said road-map, you have the power to influence it in a way befitting to your individual business needs.Key features