Having over 40 years of SAP SuccessFactors experience combined, our Jigsaw Customer Care team provides a tailored support service, so our customers can make the most out of their SAP SuccessFactors system. The JigsawCare team are continuously up to speed with the latest HR functionalities and IT updates and is supported by leading implementation architects.
The team offers and supports a range of services, so much more than an ordinary IT support service. JigsawCare provides annual reviews, configuration audits, training advice, GDPR set-up and communications. Customers can expect to speak and deal with the same individuals each time, meaning we understand your business and your SAP SuccessFactors system configuration.
Customers can submit support tickets through multiple channels, whilst receiving weekly calls from a team member to ensure that they are up to speed with all business and system requirements. The first quarter of 2019 revealed that our Customer Care team resolved 675 out of the 713 support tickets that were received. The first response SLA was 99% and resolution SLA 88%.
The customer care team go the extra mile when it comes to fixing issues with the system. Feedback showed that 79% of surveyed customers had had a positive experience whilst working with the Jigsaw support team. Comments from customers revealed that the team had been very helpful, ‘super quick and very informative’ with their responses and the resolving any SuccessFactors issues.
At Jigsaw, we look forward to continuing to support our SAP SuccessFactors customers throughout the future. The team will continue working to provide strategic roadmaps for businesses in order to help them reach their long-term business goals and ensure company success.