Top level support sets us apart. At TriMed we work hard to maintain a well trained, experienced, friendly support staff. We know that issues arise and instead of building a structure to keep you from talking to our people we have constructed one that invites you to talk to them. Read below to find out more about our support philosophy and practice.
Accessible Support
One of the challenges that end users nearly always face is getting access to the technical resource and help they need, when they need it. Many companies, whether it is an American company or a company in another part of the world, make it very difficult for customers to actually connect with a real person to adjudicate real life problems. In fact, they put up every road block imaginable between the question and the answer. Roadblocks might include a support staff incapable of understanding the question, massive amounts of elapsed time before a solution is offered (ummm, your issue is in our 30 day priority shelf), the necessity of a meeting to take place before even mundane issues can be resolved, and on and on. One company we know of back in the early 90s (because several of us worked together there) created what they called a Magnificent Seven, or Mag7 list. The Mag7 list was the list of the seven customers who were so disgusted with support that anytime they called, everyone was to drop what they were doing and deal with that issue immediately so they wouldnt go to another company. Of course, it was called the Mag7 list, but it actually had many more names on it.
Reputable Support
We suppose that this reduces the cost of providing support services. But TriMed’s philosophy is that the sooner we can get to a call, the sooner the problem is solved and the sooner the customer is once again productive. We believe that a productive customer is a happy customer. And customers who are happy are a more passionate reference, therefore we sell more of the software that our happy customer uses. Our customers are our best sales people, and our employees run a close second. Or maybe it’s the other way around.
24/7 Support
24/7? Of course. But our key to success is that we deliver educated support when it is requested. With one support call we win three times - 1. our clients become more productive. 2. our employees are happier because our clients are pleasant to deal with when they do call 3. we get good references. It’s a simple system, really. You call, we answer. You email, we reply. What could be simpler than that?.