Customer Service
Part of the implementation process is to agree an appropriate Service Level Agreement (SLA) with the Customer. Every Customer also has their own FSL Business Analyst and an escalation path to higher Management should there be a need to escalate issues.
Regular review meetings are offered to all customers to ensure agreed service standards are being adhered to.
During implementation a Prince 2 qualified Project Manager leads the project and there are standard project plans to ensure a structured approach is followed.
At implementation there is also training available, although this is available on an ad hoc basis as well.