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When you need help with your ECi systems and storefronts, take advantage of our technical support system's newly launched customer Web interface at support.ECiSolutions.com to request assistance from your friendly ECi Technical Support Team.
In this announcement, you'll see:
9 Things You Can Do in ECi's Support Portal
3 Reasons to Use ECi's Support Portal
What Other ECi Portal Users Are Saying
Join Our Guided Tour Webinar to Learn More
Can't Join the Guided Tour? Watch The Video!
Sign In for the First Time Right Away
ECi Support Is Driven To Serve You Better
9 Things You Can Do in ECi's Support Portal
Your dealership's executives, key operators, and end users can use the new customer service portal to:
- Login for secure access to support information.
- Create new support tickets for software assistance or updates.
- Attach files to help troubleshooting such as screen shots, pick dumps, and parts of log files.
- Download the latest software
- Check support alerts and announcements
- View your current and past support tickets (as of Dec. 16, 2007), including who was assigned to a ticket and its status (open, closed, and so on).
- Look up ticket details or update the status of a ticket, and mark as resolved if you find the answer on your own.
- Add notes to a Web conversation, which you can use instead of email to more efficiently track communications related to a ticket.
- Look up the status of software issues we've turned over to development that are linked to your support tickets.
3 Reasons to Use ECi's Support Portal
The portal will not replace your friendly support team, who still operate during normal business hours 7 am - 7 pm CST. The portal simply:
- Provides you with best-in-class, convenient access to support for your ECi software.
- Consolidates in one secure place all ticket-related attachments, conversations between techs and customers, and linked development issues.
- Streamlines the way you manage your support tickets, and make access to your issues transparent.
What Other ECi Portal Users Are Saying
In December 2007, a group of DDMS customers began evaluating the portal. Of that group:
- 86 percent of respondents to our survey agreed the portal gives them the same convenience as emailing their support team.
- Five out of seven agreed their level of support using the portal is the same or better as using other contact methods.
- Six out of seven agreed it was easy to request help, attach files, add notes to a Web conversation, view current and past tickets, lookup detail and status,
- Five out of six agreed the portal made it easy to look up status of their development requests related to their support tickets.
From a customer's point of view, the biggest advantages of using the portal are "tracking support issues, reviewing history as needed, and complete communication for everyone involved," said Deb Gunderson of Brown & Saenger. "If you have more than one person on your staff contacting ECi support, it is so convenient to see all their inquiries at once. Great tool."
"It allows me to give and get information for support on my own time schedule," said Robert Southerland of Baker Office Products.
Join Our Guided Tour Webinar to Learn More
In each of four Web demos, Andrew Koebbe, the Technology Manager for ECi Technical Support, will provide a guided tour of the portal. The tour will include the tools and features you will use to ask questions or request assistance from your support team. On completion, he'll provide you with instructions on how to log in to the portal.
Choose any of our Web demonstrations scheduled in February:
Test: Browser Compatibility Test See also FAQs
Join: Customer Support Portal 10 am CST Tues Feb 5, OR
Join: Customer Support Portal 3 pm CST Mon Feb 11, OR
Join: Customer Support Portal 3 pm CST Tues Feb 19, OR
Join: Customer Support Portal 10 am CST Wed Feb 27
Dial: 1-866-581-5064
PIN: 74118#
Length: 60 minutes
If other personnel at your company would use our portal to get help on your ECi software, we encourage you all to attend the free Web session.
To submit questions in advance about this Web training topic, please email teaminfo@eci2.com.
No need to register. You can connect in three easy steps:
- 24 hours in advance of the meeting: If this is your first time joining us in the Virtual Classroom from a particular workstation, you must test its browser ahead of time. For detailed instructions, see our Virtual Classroom FAQs.
- At the scheduled time: When you're ready to join, just click
10 am CST Tues Feb 5, OR
3 pm CST Mon Feb 11, OR
3 pm CST Tues Feb 19, OR
10 am CST Wed Feb 27 to view the onscreen demo.
OR you can follow these steps:
- Go to webdemo.eci2.com in your Web browser.
- Under the WebDemo heading, click Public Area.
- Click the meeting name, Customer Support Portal.
- The first time you attend a class or demo, you may be prompted to accept software certificates. Accept all of them by clicking Always.
- Enter your name and company name in the Name box, and click Select. The Connecting to Server status window will appear. Most people connect in 60 seconds or less.
- Call in to the audio conference to hear the audio:
- Dial: 1-866-581-5064
- Pin #: 74118
Can't Join the Guided Tour? Watch The Video!
 If you could not attend the guided tour Webinar — or if you just want your colleagues to learn how to use the Customer Support Portal — we have published a video tour to be viewed at your convenience.
In the video, ECi Technical Support's Technology Manager, Andrew Koebbe, guides you through the steps of logging in, opening and managing tickets, and everything you need to know to use the portal.
To view this short 15-minute video, go to support.ECiSolutions.com, and click the link above the Sign In box. Then click the triangle to play.
(The video requires the latest free Flash player; if you are prompted to install an update, please do so, close all browser windows, and then reopen the site in your browser.)
Sign In for the First Time Right Away
After watching the video, you can start using the portal right away! When you log in for the first time, simply:
- Go to support.ECiSolutions.com.
 Enter your Email Address, - Check the I forgot my password checkbox.
- Click Submit.
- A temporary password will be emailed to you automatically. Click the link in your email to log in.
- At the prompts, change the password to one you can easily remember.
ECi Support Is Driven To Serve You Better
The launch of this portal site is part of our continual efforts to improve service levels and make ECi Technical Support more convenient, responsive, and knowledgeable. For example, you may be familiar with our automated customer satisfaction surveys. Internally, we added tools to exchange troubleshooting tips and track development.
Implementing a new technical support system last year helped us manage customer relations more efficiently. Launching that system's Web interface portal lets you get better help through the Web site, at your convenience.
But this launch is only the first phase of implementation. As we add new features such as the knowledge base, we will notify you via email.
If you have questions about your ECi support portal, please email teaminfo@eci2.com.
Sincerely,
Paul Lewis, Associate Vice President
ECi Technical Support
Andrew Koebbe, Technology Manager
ECi Technical Support
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