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Firethorn has an extensive customer support program
backed by our experienced banking specialists who understand
the full spectrum of mobile banking and payment transactions.
During implementation, Firethorn customer support works
closely with implementation team to establish processes
and procedures for handling support related issues. During
the closing and transition phase of implementation, a formal
handoff occurs from the Firethorn implementation team to
the Firethorn customer support team. Firethorn customer
support then becomes the financial institution’s
main point of contact for ongoing production support.
Firethorn
offers an online knowledgebase and administrative site
for financial institutions to offer Tier I support directly
to their subscribers. Firethorn provides Tier II technical
assistance to the financial institution’s
authorized contacts. Financial institutions have direct
access to Firethorn customer support through a dedicated
phone number and email address. Additionally, an after-hours
support phone number is provided for urgent support needs
that occur outside of normal support hours.
Firethorn works
with the financial institution to develop a communication
plan for identification, notification and resolution of service
issues. To ensure continuous customer support improvement,
Firethorn provides periodic reporting to the financial institution's
management contact on support and issue
resolution statistics and trends. |
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