Support Should Mean More Than Fixing Problems

Support agreements are often treated like insurance, where clients pay for help when things go wrong. However, we believe support should offer much more.
By Innovation & Product Development / App Support & Testing Manager

Support agreements are often seen as insurance, where clients pay for help primarily when issues arise.

But we think "support" should mean much more than that. Support should be about optimising and enhancing your applications to deliver maximum value. That's why we have designed Voco's Support Services to go well beyond the reactive; they are proactive, innovative, and will help your business get the most out of your technology investments.
Voco Service Desk

Why Companies Choose the Voco Support Desk

Our 24/7 Support Service Desk is more than just a helpdesk, it is a comprehensive solution designed to keep your business running smoothly. Here's why organisations across industries rely on it:

Immediate Issue Resolution

When critical systems falter, every minute counts. Our Support Desk provides immediate access to experienced professional who understand the urgency and impact of system issues. Rather than waiting for inhouse IT staff to become available or spending valuable time troubleshooting complex problems, our clients can log issues instantly and received expert attention right away.

Comprehensive Tracking and Transparency

Our intuitive portal allows you to log incidents, service requests, questions and feedback all in one place. You can track the status of your requests in real-time, maintaining complete visibility throughout the resolution process. This transparency eliminates the frustration of wondering when issues will be addressed and provides accountability at every stage.

Business Continuity Assurance

Systems downtime doesn't just inconvenience users, it can halt operations entirely, resulting in lost revenue, damaged reputation, and missed opportunities. Our Support Desk serves as your first line of defence against these risks, working to minimise disruptions and maintain business continuity. For organisations where every minute of system availability matters, our Support Desk provides peace of mind that problems will be addressed swiftly and effectively.

Knowledge Consolidation and Retention

Many businesses struggle with knowledge gaps when IT staff members leave or when system documentation is incomplete. Our Service Desk serves as a centralised repository of knowledge about your systems, ensuring that critical information isn't lost during staff transitions. Our AI documentation tools further enhance this capability, mapping your entire system architecture to fill documentation gaps.

Cost Efficiency and Resource Optimisation

Maintaining an in-house support team with 24/7 availability requires significant investment in staffing, training, and infrastructure. Our Support Desk provides enterprise-grade support capabilities at a fraction of the cost, allowing you to redirect valuable resources toward strategic initiatives rather than routine maintenance and troubleshooting.

Scalable Support for Growing Businesses

As your business grows and evolves, so do your support needs. Our Support Desk scales seamlessly with your organisation, accommodating increased volumes of requests, supporting new applications and systems, adapting to changing business requirements. This scalability ensures that your support solution remains aligned with your business objectives, regardless of how quickly you grow.

Our AI-Powered Advantage

What truly sets Voco apart is our commitment to innovation. We are not just keeping up with technology, we are leading the way with cutting-edge AI solutions that revolutionise application support: Smart Documentation Our in-house AI tools automatically document your existing projects, filling gaps in documentation to fast-track our support team's knowledge and understanding of your applications. This means we can get up to speed on your systems in days, not weeks or months.

The Voco Support Approach

Our comprehensive support services follow four key principles: -

  • ACT:

    We proactively drive service delivery with regular performance reporting and review meetings. We don't wait for problems to arise; we identify and address potential issues before they impact our business

  • REACT:

    Our skilled support team resolves incidents with timely responses and expert troubleshooting. Whether it's resolving incidents, adding, or removing users, or troubleshooting challenges, we are always on had to assist.

  • INSPECT & CORRECT

    We meticulously plan and test Wave Releases to minimise risks before they impact your business. With every release, we plan, test, and remediate to keep your system running smoothly.

  • PERFECT

    Through User Adoption assessments, we continuously identify opportunities for improvement and enhancement. We are always looking for ways to optimise your applications and deliver for value

When partnering with clients, we take a holistic approach, assessing your architecture, identifying potential pain points and proposing actional next steps.
Johannes (JJ) Scholtz

Innovation & Product Development / App Support & Testing Manager

Real-World Impact

One of our recent enterprise clients was struggling with incomplete application documentation following developer turnover. Our AI documentation tools mapped their entire system architecture in days rather than weeks, allowing our support team to quickly address critical issues and implement enhancements that has been installed for months.
Abstract digital landscape with binary code, glowing lines, and graphs, illustrating data flow and technology themes in blue and red hues.

A Tailored Approach for Every Client

When we partner with a new customer, our journey begins with discovery. Using AI tools, we map out your applications, create process diagrams, and identify areas for improvement ... all without burdening your team.

Our Support Assessment is more than just a routine information-gathering exercise, it's a strategic initiative designed to ensure we deliver unparalleled support tailored to your needs. We conduct a detailed Solution Review, assessing the current state of your architecture, solution components, and customisations.

Armed with these insights, we develop a customised roadmap that highlights optimisation opportunities and actionable steps. This approach ensures that your support services are not only reactive but also forward-thinking, addressing potential issues before they escalate and unlocking the full potential of your systems.

A room of tech professionals work on their laptops sitting on beanbags

Are You Ready to Transform Your Support Experience?

If your business uses Microsoft Power Apps, Dynamics 365, or other business-critical applications, ask yourself these questions:

  1. Is your current support partner merely reactive instead of proactive?

  2. Are you missing opportunities to experience with new features and innovative use cases?

  3. Are you still waiting to leverage AI to enhance your systems and reduce costs?

  4. Are valuable internal resources being diverted to maintain systems instead of driving business value?

If you answered "yes" to any of these questions, it might be time to explore how Voco can help. With us, you will get proactive support, customised solutions, expertise you can trust and innovative processes that deliver better results.

By partnering with Voco, you're not just investing in support services, you are investing in the future of your business. Let's make it happen!