Our In-house support helps and assists our customers from 06:00 to 22:00, every day, all year round.
We understand that time is valuable when it comes to driving a business forward. Our aim is to be on hand when any small or large problems arise with various parts, so you can continue to focus on what moves you forward. With our expertise and dedication, we act as the extended arm, ready to resolve technical hurdles and free up time for your organisation.
Our 1st line support constitutes the first link in our customer support chain and is the customer's first contact with us. This team is specialised in handling and resolving simpler cases with a typical timeframe of 10-15 minutes. Their focus is on providing quick and effective solutions for common questions and minor technical issues.
In more in-depth analysis and technical investigation, our 2nd line takes over, that is, when a question or problem cannot be resolved by 1st line support. These cases usually require more specialized knowledge and typically take between 20-60 minutes to resolve. This team is dedicated to providing detailed and thorough efforts to address more complex technical issues.
When neither 1st nor 2nd line support can resolve an issue, the case is escalated to our consultants in 3rd line support, who represent the highest level of technical expertise in our organisation. Their role is to handle the most challenging and difficult-to-solve problems with high complexity. The team specializes in providing tailored and advanced solutions to meet our customers' most demanding needs and challenges.
Our service department is specialised in handling a wide range of technical services, such as hardware repair we have in stock for our customers as well as service for hardware outside of agreements. We offer comprehensive troubleshooting and repair of various types of hardware, with the possibility to provide spare parts from our own inventory or through special orders if needed.
We offer monitoring on, for example, replication, batch jobs, and integrations with the aim of detecting and addressing any deviations before your operations are affected.
For those who value having a single number to call for employees at the headquarters, in stores, or at other locations, regardless of what problems arise, we offer a Single Point Of Contact service (SPOC) tailored to your needs. You contact us, we gather information, and channel the issue to the right party for resolution.
Bedege offers depot agreements to our customers. This means that we have extra tills ready that can be quickly prepared and sent out to a store or restaurant in the event that a till has crashed and the problem cannot be resolved via remote connection and support assistance. In this way, the time the store is without a functioning till is minimised and the risk of a broken till affecting sales is reduced.
We support many different systems, but Business Central together with LS Central is what one might call our "core product", where we are one of Scandinavia's leading specialists in delivering this solution.
At Bedege, we are proud to offer support that not only registers cases – we resolve them. By keeping all our resources in-house, we can ensure efficient and seamless knowledge transfer for your specific solutions, enabling the delivery of highest quality support.
Our case management system allows you to register and follow up on cases in real-time yourself. You get a clear overview of both active and closed cases. In the event of an incident, we send a case receipt directly via email or verbally via phone. Throughout the process, we update the status of the case and the actions taken, so you always have full insight into the work.
To ensure quick and effective help, we use a comprehensive telephony solution, as well as systems for inventory management, logistics, and monitoring. This means we can offer direct assistance, including remote connection if needed.
By systematically registering and categorising all cases and solutions, we can analyse statistical reports to identify areas for improvement. This enables us to offer proactive proposals, such as training your staff or other measures to reduce recurring issues. As our customer, you also receive a dedicated support contact who regularly follows up on the support commitment and ensures that your needs are always met.
Our strengths in numbers:
We currently work with a broad client portfolio and have the experience and expertise to operate across different systems and industries, which allows us to offer our customers tailored solutions that fit their business.
Examples of different systems we support today:
Bedege provides monitoring services to ensure that downtime is detected as soon as it occurs and addressed so that your operations are not disrupted. Additionally, it is checked that flows are streaming correctly between systems and various integrations.
Get in touch with us, we would love to discuss how we can assist with your specific requests.
Yes, we provide a Single Point of Contact (SPOC) setup. Our goal is to make things as simple as possible for store staff, and one way to truly ease their work is by offering just one number to call for support—no need to consider where the issue lies or which supplier to contact.
We assess your specific needs and, together with you and your other suppliers, agree on how the SPOC setup should be structured and which escalation paths it should include.
Stop searching— you’ve come to the right place! We support several large (and smaller) Swedish, Norwegian, Finnish, and international retail chains. We can assist with everything from ERP, POS systems, and integrations to monitoring services and depot service for Point of Sales.
Yes, we’ve got that covered! We have the expertise in-house, and we already have customers using this setup today.
Please tell us more about your support needs, and we’ll be happy to put together a cost proposal for you. Get in touch with us, and we’ll continue the conversation.
Yes, absolutely! We have customers who manage their own IT support and handle first-line support internally, as well as customers where Bedege takes full responsibility for the support services.
