Active support from real people.

24-7 user support With ticketing service to get issues resolved during off-peak hours.

Customer Success Manager Admin receive a named Customer Success Manager, real-time reporting and monthly performance reports.

Quarterly business review Quarterly business review sessions for Business champions & senior stakeholders.

This is how we roll

Our goal is to achieve customer delight, and great people are the key to our success. We invest time and training in our teams so they help you achieve your business objectives.

Strategic

HICX annual Client Advisory Board (CAB) provides a forum for the most senior stakeholders in our accounts to discuss their strategic requests of HICX.

Tactical

Every account has a Quarterly Business Review (QBR) to discuss SLO’s, tickets raised in previous quarter, share latest functional enhancements that clients can leverage, and agree priorities for next quarter.

Operational

All clients have a named Customer Success Manager (CSM) for weekly operational calls. The product manager will join calls from time to time to review themes from issues and requirements, and incorporate these in the roadmap thinking..

Technical Support

Leveraging our global base HICX provide support on 24-7 basis, and if required, take a "follow-the-sun" approach for ticket resolutions, where leveraging time zones enables issues to get resolved during off-peak hours.

Technical support

Our solutions are delivered as Software as a Service, as such they come with technical support included. What this means is that if the solution has any technical defect or an infrastructure related problem, they will be dealt with by HICX as part of the software license.

Level	Description	Responsible
First level	The customer's internal end user support	Subject matter experts / Power users
First level	The customer vendor end user support	Vendor relationship owners
Second Level	End user technical support - handling of technical questions beyond the scope of first level user support, and carrying out required investigation	The customer IT
Third Level	Application technical support - handling issues relating to the system not functioning as required.	HICX

A typical hierarchical support model for a deployment.

Helpdesk as a Service

For clients who prefer to outsource support services, HICX provide a range of services that can be taken as packages or combined to find the right blend. Examples of where HICX can provide best value include:

First line user support
- Helpdesk for client staff with system questions.
- Concierge service for client staff and client suppliers to assist with on-boarding activities.
- Initiatives support to create, launch, monitor, and manage the collection of information from suppliers.
Business support
- Provide monthly reporting on KPI’s.
- Capture end user requirements and system enhancement concepts.
- Perform campaign activities as required (i.e. enhance existing supplier registrations from 60% through outreach program).
Document Verification
- Review desktop evidence submitted by suppliers to close non-compliances.
- This involves reviewing evidence such as policies, plans, certificates, insurance checks, testing checks, photos, etc. to ensure that corrective measures comply with the local legislation or client requirements.
- The team that performs these evaluations has been trained on the legislation, standards and systems.
- Service can involve using client systems, industry association platforms or our own systems to manage the process.
Credential Verification
- Similar to the desktop review but covering a wider range of topics:
- Labour Practices (Child/Forced Labour, Discrimination, Discipline, Harassment, Freedom of Association, Contracts).
- Wages and Hours controls (Wages and Benefits; Working Hours).
- Occupational Health and Safety (Work Facility, Emergency Preparedness, Occupational Injury, Machine Safety, Safety Hazards, Chemical and Hazardous Material, Dormitory, Canteen).
- Management Systems (Documentation, Records, Participation, Audits and Corrective Action Process).
- Environment (Legal Compliance, Management Systems, Waste and Air Emissions).
- Business Practices (Anti-corruption compliance, Fair trade and competition, Bribery, Legal, Compliance & anti-fraud).
- Quality controls (looking at: Management Commitment and Continual Improvement; Risk Management System, Quality Management System, Sites and Facilities Management, Product Control, Product Testing and Product Claims, Process Control, Personnel Training and Competency).
- Security management (Business Partner Requirements, Container and Trailer Security Requirements, Physical Access Controls, Shipment information controls, Records and documentation, Personnel, Procedural, and Physical Security Requirements, Information Technology Security Requirements, Security Training and Threat Awareness Requirements, and of course C-TPAT, PIP and AEO requirements for all manufacturers).

Active support from real people.