Kimble customer service — expert operational guide

Overview of Kimble customer service

“Kimble customer service” in this document refers to the operational practices, support delivery model and customer-facing processes used by professional services automation (PSA) customers and vendors working with Kimble-style PSA systems. The goal is to deliver predictable, measurable outcomes: rapid incident resolution, high customer satisfaction (CSAT) and quantifiable business value (reduced time-to-invoice, improved utilization). Targets used in best-in-class programs in 2024 are CSAT ≥ 4.5/5, first-contact resolution (FCR) ≥ 70%, and a mean time to resolve (MTTR) for P2 issues under 48 hours.

This guide is vendor-agnostic in operational advice but informed by typical Kimble PSA deployments and integrations (CRM, ERP, time capture, billing). It explains support channels, SLAs, onboarding, troubleshooting patterns, KPIs, pricing expectations, and concrete templates you can adopt immediately. Use the contact pages on the vendor site (example: https://www.kimbleapps.com/support) for official phone numbers and account-level contacts; do not substitute your contract’s support numbers.

Support model and channel design

Design support around three tiers: Tier 0 self-service (knowledge base articles, guided workflows), Tier 1 functional support (customer success managers, product specialists) and Tier 2 technical/engineering (integrations, platform bugs). Typical allocations for a 200-seat customer: Tier 0 handles 40–60% of inbound items, Tier 1 handles 30–50%, and Tier 2 handles 10–20% of escalations. Staffing models commonly budget one full-time support analyst per 50–75 active user seats for mid-complexity deployments.

Channels must be deterministic and measurable: ticket portal (primary), email (secondary), phone for P1/P0 emergencies, and scheduled Zoom sessions for deep-dive troubleshooting. Define hours explicitly—commonly 09:00–17:30 local time for standard business support, with an optional 24×7 P1 rotation for global enterprises. For contract clarity, list business hours, holidays, and on-call escalation contact names and phone numbers in the customer support annex of the SOW.

• Channels and templates (high-value, ready-to-adopt):
  

  • Portal ticket: include fields ProjectID, Environment (Prod/Cert), Module (Projects, Billing, Timesheets), Priority, Steps to reproduce, Attachments. Expect initial acknowledgement within 15–60 minutes for P1, 4 business hours for P2, 24–48 hours for P3 as a baseline.
  • Email subject template: [Customer][ProjectID][Module][Priority] — this enables automatic routing and SLA tagging. Example: “Contoso/PRJ-42/Timesheets/P1”.
  • Phone escalation script for P1: 1) Verify caller identity and entitlement; 2) Record incident ID; 3) Trigger on-call engineer and open secure collaboration room (Zoom/Teams); 4) Target Time to Response = 1 hour, Target Time to Mitigation = 4 hours.

SLAs, KPIs and escalation matrix

Define SLAs with explicit numeric targets and measurement windows. Example SLA table (use in contract): Priority 1 — Response ≤ 1 hour, Mitigation ≤ 4 hours, Resolution ≤ 24–72 hours; Priority 2 — Response ≤ 4 hours, Resolution ≤ 48 hours; Priority 3 — Response ≤ 24 hours, Resolution ≤ 5 business days. Ensure SLA credit formulas and exclusions (customer environment, third-party outages) are spelled out to avoid disputes.

KPIs to track monthly: CSAT (target ≥ 4.5/5), FCR (target ≥ 70%), Average Handle Time per ticket (AHT) ≤ 90 minutes for functional issues, Escalation Rate ≤ 15%, Backlog days (target median ≤ 5 days). Use a shared dashboard (Power BI, Tableau, or embedded portal dashboards) and schedule a quarterly business review (QBR) with minutes, action items, and a two-quarter roadmap for product/system fixes.

Onboarding, training and the knowledge base

Onboarding should be treated as a discrete project with a clear budget and timeline. Typical implementation phases: discovery (2–4 weeks), configuration & integration (4–12 weeks), pilot (2–4 weeks), production cutover (1 week), and hypercare (30–90 days). Costs vary: for a mid-market firm (50–200 users) expect professional services fees in the range $8,000–$60,000 depending on complexity; enterprise engagements with complex ERP integrations can exceed $150,000.

Training programs must combine role-based curricula: administrators (2–3 full-day workshops), power users (4–6 hours), and end users (90-minute sessions and on-demand eLearning). Maintain a living knowledge base with article-level analytics (views, helpfulness votes, time-to-resolution when KB article used). Aim for KB containment where 25–40% of common issues are closed by self-help within 90 days of go-live.

Common issues, triage and troubleshooting

Most support volume centers on five categories: user access & permissions, timesheet discrepancies, billing/invoice mismatches, project forecasting errors, and integration failures (CRM/ERP). Effective triage collects: user, timestamp, environment, exact steps, expected vs actual behavior, and any error logs or screenshots. The quicker you capture reproducible steps, the faster Tier 2 can create a fix or workaround.

• Top practical troubleshooting steps (actionable):
  
• Permissions: Confirm role assignments and check effective permissions via Admin > Users > Effective Roles; re-index user cache if changes don’t apply (typical cache refresh latency 10–15 minutes).
• Timesheet discrepancies: Compare submitted vs approved totals, verify day-level rounding rules (often configured to 6-minute or 15-minute increments), and check local time zone offsets used by the system.
• Billing mismatches: Reconcile rate cards, revenue recognition rules, and invoice templates; export line-item CSV and compare costed hours x rates to posted AR ledger entries.
• Integration failures: Collect API request/response pairs (timestamped), confirm authentication token validity (OAuth expiry often set to 60–90 minutes), and check middleware logs (MuleSoft/IFTTT/Kafka) for retransmission failures.

Measuring success and continuous improvement

Operational excellence is iterative: run monthly retrospectives on top 10 incidents, measure root-cause elimination rate, and track time saved by automation. Quantify value in business terms—reduced days sales outstanding (DSO), faster invoicing cycle (goal: reduce days-to-invoice by 30–50% year-over-year), and utilization lift (improve billable utilization by 3–8 percentage points within 12 months).

Invest in automation for repetitive work: ticket auto-classification using keywords, automated responses for known KB article matches (containment), and scripted runbooks for recurring integration errors. Maintain a prioritized backlog with estimated effort and business impact; close at least one systemic defect or configuration optimization per quarter to demonstrate continuous value.

Practical contact and governance checklist

Before go-live, complete a governance checklist: finalize support contact points (portal URL, escalation phone number), define SLA tables in the contract, schedule weekly hypercare calls for 30–90 days, and assign a named customer success manager. Keep a distribution list for P1 incidents that includes technical leads, PMO leads and finance representatives for billing-impact incidents.

Use the vendor’s official channels for account-level issues (example vendor support landing: https://www.kimbleapps.com/support). Store a local internal support cheat sheet with: primary portal link, local time zone, key contact names, and the 6–12 most-frequently-used KB articles to reduce time-to-resolution for common requests.

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What is the phone number for Kimble bill pay?

800-201-0005
Billing inquiries can be made by calling our Customer Service Center at 800-201-0005.

How to call waste management customer service?

General Customer Service Phone Numbers
Here are some commonly used Waste Management phone numbers: General Customer Service: 1-866-909-4458. Residential Services: 1-800-774-0222.

How much does a hairdresser cost in the US?

Guide to Average Hair Salon Prices in the U.S.

Hair salon service	Average price range
Cut and color	$20 to $125
Cut and style	$50 to $190
Styling	$10 to $65
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How much does Kimble Company pay?

What are Top 10 Highest Paying Cities for The Kimble Company Jobs

City	Annual Salary	Monthly Pay
San Francisco, CA	$96,247	$8,020
Palo Alto, CA	$96,030	$8,002
Stanford, CA	$95,984	$7,998
Santa Clara, CA	$95,942	$7,995

How much does Kimble cost?

The average cost for Kimble Applications software is about $90,000 annually.