Konetic

Where relationship is as important as technology

Konetic is proud of its reputation among its customers and partners of providing not only the best e-recruitment systems, but more importantly the best user experience of e-recruitment systems. To ensure that both our direct customers and partners customers get the best out of their e-recruitment system, the role played by customer service and customer support in all its forms is absolutely vital.

True Customer Support – beyond the helpdesk

Konetic recognises that true customer support reaches beyond having a high quality help desk into all aspects of the use of the system including.

Implementation

Every organisation runs its recruitment processes differently. Konetic recognises this by applying proper project planning and management processes to every implementation, be that a simple one user ‘out of the box’ system to a full global enterprise implementation. A dedicated project manager will oversee the implementation from initial project initiation through to post implementation review and wrap up. As part of the implementation process, Konetic is able to share ‘best practices’ from other clients as appropriate.

Training

Konetic Recruit is designed to be very intuitive and easy to use. Recruiters, who use the system day in day out, benefit from dedicated training delivered as a part of the implementation process.  This can be delivered face to face, over the web (via webinar), or through a ‘train the trainer’ approach for very large implementations. For less frequent & casual users, context sensitive help and training modules are available within the product.

Business support

An implementation of Konetic Recruit exists to help an organisation with its recruitment needs – it is no use if it is ‘functioning correctly’ but not helping with the task at hand. Konetic’s account managers work with system users to ensure that the system is not only ‘working correctly’, but addressing the real business need currently being addressed.

Issue escalation

Recruitment is a time-critical activity. Occasionally an issue needs to be resolved ‘yesterday’. At times like that, Konetic’s clear and efficient ‘escalation process’  ensures that molehills stay that way! Konetic handles this with a dedicated issue management system which is integrated directly into the product, so that you report and track the progress of any incidents quickly and easily.

Continuing project management

Recruitment processes are rarely static. If a change in the process needs to be reflected in the configuration of the implementation of Konetic Recruit, project managers will ensure that this is delivered swiftly and efficiently with little or no impact on the day to day recruitment process.

SLA-backed service

The technical and business support service that is provided is backed up by comprehensive Service Level Agreements from Platinum (with full separate site fail-over systems for our most demanding customers) to Gold and Silver levels,  covering system availability (up to ‘5 9s’ – 99.999% up time), backup and disaster recover, and all aspects of system and service responsiveness.

And a great helpdesk!

Konetic recognises that the helpdesk is one of the main ‘shop windows’ on the company, and consequently places great emphasis on the image that it projects. Helpdesk representatives are recruited for their passion to ensure that our customers have the best experience of using Konetic Recruit: they have ready access to all aspects of the company (business analysts, project managers, and even developers) to ensure that incidents are resolved rapidly. They are supported through an automated incident tracking system (Netsuite) that ensures that all incidents are handled in an efficient and transparent manner. We are proud of the reputation that the helpdesk has gained with our clients. Our objective across all our customer support services is to ensure that you our customer get maximum benefit from your e-recruitment system.

If you would like to know more about how Konetic and its partners can deliver the e-recruitment solution to meet your needs contact us now.