Customer Support Services

40 years of expertise right by your side – so you can focus on driving your business forward

Personalized, scalable, customer-first support services – now it all just happens

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When you choose a Basware solution, you choose tangible results. You choose maximum efficiency, compliance, and control for your complete end-to-end process across all invoice transactions. And you choose a partner to be there every step of the way.

Our specialized support teams ensure smooth finance operations and uninterrupted commerce. With scalable support options, we deliver the right outcomes for your people, suppliers, and business.

We’re here to empower you to capture every possible benefit and stay focused on what matters most — driving your business forward.

 

"They’re not just a vendor – they’re a true partner, and we’re lucky to have them by our side."

Lyudmil Vasilev, Solution Owner for the ITP area at Kalmar ->

Customer-first support

Follow-the-sun support capacity

Global presence with 230+ support consultants, seven regional offices, and two support hubs.

 Self-service made easy

AI-powered self-service chatbot available 24/7.

 Multi-platform support

Access support via chat, web, or phone for your convenience.

 Satisfied customers

An average customer satisfaction score of 5.3/6 and a 92% customer sentiment core.

 Rapid response times

An average human response time of 12 minutes, with 24% of cases resolved within a day.

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Empire & Basware 

Empire Portfolio Group knows that a strong partnership truly drives innovation and operational excellence.

“Basware’s team is consistent, and they’re with you every step of the way. It’s a journey, and they never stop being there for you. These people are incredible. This company is incredible. The fact that I keep coming back to Basware shows they truly live their values. They don’t just talk the talk – they walk the walk.” - Tiffany Miller, Director of Accounts Payable at Empire

Scalable Support Service Options

Choose from a range of support services, tailored to meet your unique needs – ensuring personalized and dedicated assistance.  

 

  Standard Platinum Diamond
Access to Customer Support Portal      
Service Level Objective (SLO) included      
Follow the sun for high and critical cases      
Max. number of Support Portal users 5 10 15
Support Manager meeting after implementation to onboard to Support      
Designated Regional support team      
Support Account Manager (SAM)      
Regular Support case review meeting with Support Account Manager   Bi-Monthly Monthly
Proactive monitoring of specific activities/tasks      
Package of service requests     5 / Month
Package of Support AP Expert hours     5 hours / Quarter
Access to Regional Head      
Multi centered support (3 different regions)      

What does it take to make it all happen?

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Intelligent
Automation.

Sophisticated invoice-centric AI, trained on an unrivalled dataset of over 2.2B invoices, delivering real ROI.

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All Invoices. Everywhere.

One system across the entire invoice lifecycle to consolidate systems, processes and simplify your business.

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Full Compliance. Complete Control.

The world’s only end-to-end, dual-sided compliance engine for complete invoice lifecycle management.

Want to learn more?  

Discover how our customer support services will make sure it all just happens for your business.