Support
Services
Services

Support through partnership

Ongoing support is provided from our dedicated service centre where you have access to members of the same team of experienced consultants who carry out system implementations.

Customers can log and contribute to support cases by email or via our online Support Portal. WebEx is also used by members of the support team to clarify understanding of issues and help deliver rapid resolution of cases.

LAKE is committed to delivering excellent customer service through a positive two-way partnership. Customers are encouraged to provide feedback which is reviewed to ensure consistently high levels of service.

"May I thank your team for the fabulous work they did last week. It felt as though we were in very safe hands"

"Fantastic support from Cedric solving a sales invoice design issue; very much appreciated!"

"Paul saved my bacon! He was able to spot a resolution I hadn't even considered when looking at an error on a system journal."

"Craig has been amazing. He dealt with my issue in no time as always."

Customer Portal

The LAKE support service includes access to our Customer Portal which delivers instant access to a range of services:

• Create a new case and receive instant email notification including case details
• Contribute and monitor progress of open support cases
• View case history and resolutions
• Search our growing knowledge base of articles that includes tops tips and best practice
• Upload files and documents securely
• Access the portal 24 hours a day, 7 days a week

Account Management

As a LAKE customer you will be looked after by one of our dedicated Account Managers. The role of Account Manager is to:

• Provide professional advice to help you plan for the future
• Ensure you get maximum value from your investment
• Act as facilitator, and bring in expert resource from LAKE or further afield to help you meet your business needs across your organisation
• Listen to you to understand your plans and direction to help us anticipate your needs and provide truly proactive services

System Health Check

Even the best systems need a refresh from time to time. Companies change and software authors are regularly adding new features. The need is particularly acute when key members of your team have left the organisation.

A System Health Check helps you ensure that your system is the best it can be. The Health Check Report acts as a guide to help you and your LAKE Account Manager develop a roadmap for future improvements and enhancements to your LAKE solutions.

Find out more