Our dedicated team is tasked solely with servicing our existing client base post initial go-live. The team is made up of a blend of experienced Customer Success Support Engineers, Developers and Consultants, who are all focussed on providing exceptional levels of support to our extensive client base.
We use the Net Promoter Score to monitor customer satisfaction levels over time, and we’re proud to say that we’ve consistently maintained an extremely high score – currently considered ‘world-class’.
We created the Timebank Support model to provide the most efficient level of support to our clients. Rather than charge an arbitrary amount for 'unlimited support', our clients purchase a pre-agreed amount of time each month that is then deposited in the Timebank to be used for any operational support enquiries. Any unused Timebank deposits will roll over to the next month (for up to three months).
Clients receive weekly reports regarding their Timebank consumption and will be immediately notified if their Timebank deposit drops to certain thresholds. Timebank Support can be used for the complete range of Cantarus professional services including development, creative design, infrastructure and strategic consultancy.
Unlike traditional customer support models where the client demand can easily exceed the supply of support available, Timebank ensures that there will always be expert developers on hand throughout the day.