All of our teams at Van Gennep understand that each publishing environment has its own challenges and unique requirements. For this reason, our customer support team not only provide ongoing service but also immerse themselves in the detail of every installation at the concept stage to ensure fast and efficient execution.

This personal approach is not only a feature experienced by our direct customers. To qualify to become one of our network of worldwide distributors, local sales companies are chosen because they have a similar level of dedication and expertise.

This approach to customer support is an essential element in the success of enterprise-wide solutions such as PlanSystem4, where information may be required on a global basis.

Project Methodology and Process

This comprehensive service establishes the foundation for successful implementations, ranging from pilot programs to extended system integration. This methodology assures that projects are implemented on time, on budget, and to clearly defined business and technical objectives. This includes special customization with the associated rapid development, prototyping and integration. Most importantly, this process enables our customers to optimize their investment and return.

The success of our process is in the phasing; Discovery, Analysis, Design, Prototype, Implementation, System acceptance, Production and roll out. In each of these phases our experts tailor the schedule, budget and deliverables to your specific project requirements.

Training

Employee software training is fully customized to the needs of your business. Carried out with the appropriate mix of individual and group instruction, our training sessions address your company’s challenges, objectives and present capabilities. Full course notes are provided for reference after the system has ‘gone live’. And our technical team is always available through our support desk, thereafter.

Onsite Support

Training and other system support does not end with the completion of your software installation. Our project and account managers will be there to assist you when you ‘go live’ with PlanSystem4. Our objective is to provide a seamless handover, either across the entire enterprise or as a roll-out process for larger users.

Support Desk

Timely and knowledgeable product support is always available through our Support Desk, which is staffed with Van Gennep’s technical experts.

Your future

We promise our customers a deep understanding of their challenges along with unparalleled products, customization services and change management solutions to improve their businesses. Our customer support teams, and those of our distributors, reinforce this promise with a product lifetime commitment to our users. Working together, we help your organization evolve smoothly and efficiently.