Client support

At Lattice, client support starts during the system design & build stage of engagement, where the relevant training materials are refined to ensure that client staff are entirely familiar with the system they are to be using. The Harmonise approach, using 6-sigma techniques and creative design processes, ensures that both client and Lattice staff are completely in tune with the client’s requirements and the system to be deployed to satisfy them.

Post deployment of the client’s system, Lattice Customer Support is on hand to ensure that any unforeseen issues are addressed, efficiently and effectively. Support is available by telephone and email, and when necessary via secure network access direct to the client system. Support services include:

• Queries regarding general use,
• Updates relevant to operating system upgrades,
• Advanced training for client tutors,
• Planning for deployment of further modules, and
• Briefings of product roadmap updates.

Each client has a Lattice Account Manager, who is responsible for all client-focused activities, both pre and post deployment, so that there is no ambiguity about delivery of all the resources required to completely satisfy the client’s needs and expectations.

All of these support services are included in the Lattice Client Support contract. Also, every client has a member of the board of directors as an executive sponsor, and Lattice account managers and client staff alike, are encouraged to escalate any issues to the executive sponsor at any time that a need is felt to do so. This is a manifestation of our openness and commitment to excellent client relations, and a foundation on which our growing business is based. Any such communication to an executive sponsor will receive his immediate attention and cooperation. In addition, it is obligatory for the executive sponsor to attend the quarterly review with the client staff, so that all the necessary relationships are properly maintained between the client organisation and Lattice. As far as Lattice employees are concerned, nothing less than exceptional customer satisfaction is acceptable, in any and all of the company’s activities with its clients.