ECi Support Team FAQs
Frequently Asked Questions about the more personalized, industry- and product-focused support teams implemented in August 2005
In response to customer suggestions, ECi has established an exciting new organizational structure for its Technical Support department. We have organized our support department into four industry- and product-focused teams. Each customer is assigned to one of these teams.
Q: When's the new team structure scheduled to take effect?
A: Monday, August 29, 2005.
Q: What do I dial to contact my team?
A: On Monday, August 29, 2005 our phone menu will change slightly.
- You will dial the same toll-free number, 800-366-4778.
- Press 1 for DDMS(R), DDMS(tm), and all ECi Web-based products.
- Press 2 for Team Synergy.
- Press 3 for Team Pinnacle.
- Press 4 for Team Alliance.
- Press 5 for Team Collective.
Your call will be routed directly to your team. Of course, there will be an option if you forget who your team is.
However, other methods of contacting us have not changed. You’ll use the same contact information:
Your Web, email, and fax requests will be routed to your team, provided they have adequate information to identify your account or call number.
Q: How do I know what team I'm on?
A: We are sending an email announcement and contact instructions to the email address(es) we have for your company, dated Friday, August 5, 2005.
We are also mailing a letter to your company’s address, enclosing some business cards with contact instructions for you to pass along to your staff members who normally contact our customer support department. It should be in the mail by Monday, August 15, 2005.
Q: What's the benefit to me as a dealer?
A: This new organizational structure has been carefully designed to provide you:
- More personalized customer service: When you contact us for assistance your request will be handled by a specific group of people. Your team will be focused exclusively on handling calls from members of your customer group.
- Improved industry focus: The members of your support team will have on-going training with a special emphasis on the specific needs and workflow within your industry. Your support team will be better equipped to help you take full advantage of the software’s capabilities.
We are implementing these organizational changes to help you become more efficient, decrease your costs, and increase your revenues.
Q: Is there an additional charge involved?
A: No, there will be no additional charge for this more personalized, industry- and product-focused support service. It’s simply part of our effort to continually improve service levels and ensure that we have the most responsive, knowledgeable technical staff in the industry.
Q: Why change?
A: Our new team structure is principally in response to customer feedback. It is designed to provide personalized, industry-focused and product-focused customer service, based on the dealers’ call history and employee skillsets. This new structure is part of our effort to continually improve service levels and ensure that we have the most responsive, knowledgeable technical staff in the industry.
We will be analyzing customer satisfaction surveys, service metrics, and feedback from both employees and customers. Your participation and feedback is most welcome. Please share your comments with us by filling out the form below.
Q:
How did you choose which Team would handle which company?
A:
Over the course of several months, Support Managers evaluated the skills and knowledge of each team member, and analyzed customer call reports and trends. They judiciously assigned techs to each team to provide a balance of skillsets. When assigning customers to a team, they considered workload, industry, and the products to be supported.
Q:
Can I talk to specific techs who aren’t on my Support Team? They really know me.
A: ECi recognizes that in a few cases, your favorite tech may not be on your assigned team. But it is the responsibility of your assigned team to support your needs for help with the software. Your team members will be working to learn more about your business. Give them a chance to develop this relationship.
However, our teams do not operate in a vacuum. For example, if you reopen a call after Aug. 29 th, 2005, there will be some cases where it is appropriate for your team member to consult the tech who worked on the original call. We will do so on a case-by-case basis.
Q:
Can I get more Team business cards for my staff?
A: Yes. We are printing a letter and mailing it to your company’s address along with some business cards with your Team-specific contact instructions. Your letter should be in the mail by Monday, August 15, 2005.
If you require more business cards to pass along to any staff members who normally contact our technical support department, please email a request to ddmssupport@ecisolutions.com, including your account number and company name.
Q: How is this Support Team’s service different than Premier Account Management?
A: Premier Account Management subscribers are assigned to a single Premier Account Manager (PAM), who has been a senior tech for many years. Premier Account subscribers have direct access to their PAM via telephone extension, mobile number, and email address. Other benefits include on-site visits from the PAM and a customized roadmap for operational efficiencies.
Your ECi software purchase includes technical support from well-qualified technicians who are not only versed in the software, but also in how our customers run their business. With the new Support Team Structure, you will have a designated team who can respond to your calls. You can rest assured that your call will be handled in a professional and competent manner.
Q: What if I have other questions?
A: Please enter additional questions in the form below. Required fields are marked with an asterisk (*). You will receive a copy of your email request, and we will attempt to respond within three business days.
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