Customers Say That Our Passion for Software Support is Unique
Our tagline is: "Powerful Software. Passionate Support." As I talked with customers this week, I developed some new metrics for measuring passionate accounting software support.
Here is what it looks like in our daily interactions:
Responsive: We provide support in the way that works best for each customer. Some prefer email, others like to talk things through by phone, or sometimes we troubleshoot using web conferencing. Our support software logs all customer interactions which helps us measure how we respond to support requests.
Knowledgeable: Our product managers and support team have hands-on experience with the software. They work in it everyday. Based on customer feedback they identify features customers would like to see and pass those ideas along to our development team. All of our development is done in-house.
Timely: We provide support quickly and efficiently. Robin, our Payroll / HR Product Manager, is part of the team that monitors and responds to support requests. Our three levels of response ensure that issues are prioritized and addressed with as little customer disruption as possible:
• Level 1 issues are addressed within 1 hour
• Level 2 issues within 4 hours
• Level 3 issues within 24 hours
Responsive accounting software support
Customers tell us that our passion for software support is unique among their vendors. That is one reason so many have been with us for so long. One I talked to this week was long-time customer Scott Calhoun, VP Finance, of Consolidated Publishing Company who said:
"The SBS support team is very responsive. They are always willing to work with us to troubleshoot issues and answer our questions. I would definitely recommend SBS!"
Powerful software is the foundation of our success. Passionate support is what draws customers back to us.
