ABOUT US

Iver's collaboration model - how we work closely with our customers

collaboration model
How the partnership works in practice

As an Iver customer, you get more than an IT provider. You get a partner whose goal is to help your business succeed. That's why our partnership model is based on close relationships, transparency and a sense of responsibility that goes beyond contracts and SLAs. Our account managers work industry-specifically, which allows us to be proactive with recommendations - not just in IT, but tailored to your industry's logic.

Our promise to you as a customer is to be behind you, beside you and before you - we stand behind you with secure operations and safe processes, by your side to solve problems and develop your business together, and in front of you with technology and services that take your business from where it is today to where you want to be tomorrow.

Benefits of our collaboration model:

Dedicated contact persons who know your business.

Account managers with a clear vertical focus who know both IT and your industry logic.

Proprietary customer portal without license costs for efficiency and transparency.

Close and proactive partnership with ongoing multi-level advice.

Delivery models adapted for both large and small businesses.

Two clear contact persons - always close to you

As a customer with us, you always have two central roles by your side:

Account Manager (KAM )
The person who understands your goals and challenges. The KAM is responsible for the relationship, the contract and ensuring you get the right solutions and proactive advice.

Delivery Manager
The person who makes sure everything works on a day-to-day basis - from SLA follow-up and incidents, to coordination between our internal teams. They get to know your business and work proactively with industry insight and technical understanding.

Together, they make it easy for you to get the right help, fast.

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Structured collaboration that gets results

Together, we develop a collaboration handbook that clarifies everything from contact routes and incident procedures to security processes and mandates. Our collaboration takes place on several levels and is adapted to the size and needs of your organisation:

  • Strategic level

    Annual planning, roadmap, objectives and development initiatives.

  • Tactical level
    Improvements, follow-up, planned changes, resources.
  • Operational level
    Operational status, incidents, tickets and operational support.

All customers get a structure - but your specific needs determine how often we meet, what forums we use and how we communicate.

Customer portal for transparency, control and self-service

Our customer portal is one of our key strengths in the collaboration model and acts as a shop window into our delivery. It is proprietary, role-driven and built to provide full transparency into our processes.

In the customer portal, you and your users can

- Track all cases and SLA outcomes
- See operational status in real time
- Manage accounts and permissions via self-service
- Order hardware and services
- Create reports for meetings, governance and follow-up
- View licenses, contracts and technical documentation
- Export all data without locks

It makes collaboration more transparent, more predictable and efficient.

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Market-leading customer support for end users

Our Service Desk provides your users with fast and professional help via phone, chat, portal or on-site. Here they are met by experienced technicians who know your environment and strive to resolve issues on the front line. All ticketing is fully transparent via the customer portal, where you can track status and SLA outcomes in real time. The result is a support experience that strengthens both IT and the business.

Collaboration for different customer segments

For SMB customers - close, flexible and personal

SMB customers often want speed, simplicity and a personal relationship. That's why we work differently here than with our largest enterprise customers.

  • Local customer team that knows your environment
    Our local customer teams work closely with you as a customer, can come on site and are built by the roles you need
  • Dedicated technical contact
    A technician who can both talk tech and take responsibility for your issues. Your natural "go-to" person.
  • Meeting structure as needed
    Some customers want to meet monthly, others more ad hoc. We adapt to how you want to work.
  • Short lead times, fast delivery
    We solve what is needed - without making it more complicated than necessary.

Read more about our offer for SMB →

For Enterprise customers - structured and scalable

Our enterprise customers often need a clear division of responsibilities, follow-up and governance. We therefore offer a more formalised model for larger organisations.

  • Clear roles:
    A contact person responsible for relationships, business and contracts (KAM). One who drives quality, delivery and operational responsibility (Delivery Executive). Together, we ensure a coherent and well-functioning collaboration over time.
  • Established forums at several levels
    Structured collaboration where we work on long-term planning, priorities, roadmaps and common governance principles. Focus on proactivity and continuous development.
  • Governance, security and compliance
    We work closely with CISO, risk and compliance functions, ensuring that governance, processes and reporting are fully aligned with organisational requirements and industry regulations.
  • Industry-aligned delivery teams
    Verticalized delivery teams with an understanding of your processes, your IT architecture and your business-driving requirements - so we can provide advice, improvements and innovation that actually make a difference.

Forum for continuous development

We want you to be one step ahead. That's why we offer forums and advice on:

Security & compliance

Quarterly or biannual security forums where we review the threat landscape, new protection mechanisms, compliance and recommended actions.

Innovation & trendspotting

Inspirational sessions where we share insights from our partners, technology trends and new opportunities linked to your business.
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Let’s unlock what’s next

Innovation doesn’t happen by chance - it starts with a conversation. Whether you're looking to modernize, scale, secure, or transform, we’re ready to help you shape what’s next for your business.