Services - Support

When it comes to software, support services either make or break client relationships. And when making critical enterprise-level investments, support services should be in the forefront of the decision process, right there with the software goodies.  

We rarely lose a client. That speaks favorably for both the quality of our software and the intimacy of our support services. We have the best support program in the industry. It’s an investment that keeps on generating great returns for our clients, and for us. 

The SAM Program

In our early days, we laid down a challenge to our support staff: to anticipate support matters before clients actually experience them. In response to the challenge, we introduced the Service Account Manager (SAM) program. We matched up and directly assigned clients to specific support representatives, which  allowed our reps to become more intimately familiar with a smaller group of clients. As anticipated, it only took a few months for the support team to respond to our challenge. The SAMs are now the foundation of a superior support program.  

Technical Support Tools

In addition to the ordinary telephone, we offer up a diverse assortment of supplemental support tools that often provide faster and less expensive access to solutions. Instead of calling for support, you can send an email that automatically creates a support case in our case management system. That case is immediately attached to your account, which can be seen by any SAM. Our goal is to make contact with you within two hours, even on our busiest days. Wow! But that’s just the beginning of our support service innovations. Our IT Service Portal, which  is available 24/7 to our clients, provides assistance where and when you need it.