SERlife

Managed services — We’ve got your back!

| Julia Pedak

SER, as a leading ECM and content services innovator, is proud to offer its customers software and service from one source. We know that you, the customer, prefer to receive support directly from us. And now SER’s service is being extended even further: Meet Tim Grosse-Kreul, the new SER Service Manager. Always ready to listen to our customers, he is your satisfaction manager. His credo: “You focus on your business, we will do the rest.”

When your IT stops running, so does your business. And just a few hours of downtime can cost you money and customers. To ensure that this doesn’t happen, SER has been offering comprehensive support packages for many years now. It is Tim Grosse-Kreul’s job to keep enhancing these packages. Tim, who is 42 years old and the father of two, was until just recently the Head of the SERvice Desk. In his new function as Service Manager, he can focus on his passion: further developing and improving SER’s service offerings. As a customer satisfaction manager, he is also the direct contact for customer support needs.

Individualized support

SER’s support offering covers everything from individually defined regular health checks to extended support times, e.g. on weekends, to 24/7 support. “We know how important it is for our international customers who operate in multiple time zones to have support around the clock,” explains Tim. The response times are just as flexible as the service times. SER customers are able to decide according to their needs by when their requests should be answered: A response time of eight hours is guaranteed for each SER customer. This may be shortened to two hours or even less. “We put together completely individual support packages for our customers,” says Tim. “It's so important for me to truly understand and support their needs.” In light of this, he has taken on the role of customer satisfaction manager and stays in regular contact with SER customers. “As the Head of the SERvice Desk, it was always very important to me that we were ready listeners for customers. In my new position, I can commit myself even more to this task and further develop our service offering to meet their needs.”

Managed services

Another significant support component is SER’s managed services. Highly qualified specialists are hard to come by nowadays. Many companies are lacking the right people within their organizations to handle the administration of Doxis4. Either that, or they decide for strategic reasons not to handle administration themselves. In both cases, they need support. That’s why SER offers, if requested, to handle the deployment and administration of Doxis4 solutions — on top of maintenance. “Thanks to our managed services offering, SER’s customers benefit in more than one way: They save their employees valuable time, plus Doxis4 solutions are quickly implemented according to their requirements thanks to our expertise,” comments Tim. It’s Tim’s goal to continuously extend SER’s managed services and to help even more SER customers.

“When I was leading the SERvice Desk, I learned so much about the challenges facing our customers. I got many ideas for bringing SER’s service offerings to new levels. And now I can make them a reality: managed services is just the beginning,” says Tim, expressing his excitement for his new responsibilities. “The SERvice Desk is now being led by my highly capable colleague Richard Haselhoffer. We will be working together closely to continue improving service for our customers.”

Do you have questions about your support package?

Tim Grosse-Kreul is happy to help: Tim.Grosse-Kreul@ser.de

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Julia Pedak

What excites me about Doxis4? All of its many possibilities – which I get to write about in the SERblog. As an SER writer with a Master‘s degree in German Studies, I love writing. I'm always on the look out for the most compelling stories and solutions that will help you advance your digitalization.

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