Our Consulting Procedures
Handy guidelines on our consulting procedures at Preferred Solutions
Our Consulting Procedures at PREFERRED SOLUTIONS
For all Consulting assistance required, please follow the following procedures
Preferred Solutions is always ready to assist. We have been supporting our valued clients since 1991 and have developed highly effective procedures when it come to consulting and support, to deliver a great service in a timely manner. To help our clients understand the way we work, take bookings and schedule our consultants, we have listed our consulting procedures in shot below.
1. When requiring support, always phone or office to speak to a job coordinator. Please do not phone a consultant directly.
Our job coordinators are there to get you the best assistance and the quickest turnaround time to resolve your problem. They have direct access to all our consultants’ diaries and can best advise on their availability OR assign a different, equally able consultant to assist. Remember that our consultants are mostly busy at clients during the day and cannot take your phone call, or have immediate access to their diaries to make bookings on the spot. Also, we respect clients” time while on the job, and would like to keep interference to a minimum (as you as a client would expect while a consultant is working on your problems).
Our central switchboard for our job coordinators is 021 840 2620.
2. On-site and Remote Support
The job coordinator will schedule an appointment with the first available consultant and a confirmation will be emailed, which you kindly need to accept.
Please let the job coordinator know if you prefer a specific consultant.
3. Helpdesk Support - 15 Minutes or Less
The job coordinator will log a call for you with the appropriate help desk and the help desk consultant will call you as soon as possible.
Kindly note: All calls are attended to in the order in which they are received (service level agreement clients get preference) and become chargeable after 15 minutes (service level agreement clients will use hours from their service agreement)
4. Support Requested via e-mail
You can also request support directly through our website by clicking here.
If you are emailing a consultant directly, please make sure to always cc one or both the job coordinators in. This is very important, since the consultants are not always available to read and answer their emails immediately or even the same day, depending on their schedule.
To make sure you receive timely support, the job coordinators will then rather make a booking for you with a different consultant.