Another factor that can play into the time it takes to return calls is the complexity of the problems being handled. Problems as a result of end-of-the-month billing will likely require more time for a technician to resolve than a simple question about program operation.
What other sources of assistance may be available to you? Ask if your software provider can point you in the direction of a user’s group consisting of other customers using the same product. Such a group can be a great value to your manager. Simply enroll in the group online and get involved with questions, answers and comments.
Your provider should be knowledgeable, experienced and have the latest problem-solving tools to assist you with any troubling matter. The company might even be able to remotely log into your PC (with your consent, of course), and assist with troubleshooting, corrections and reconfiguring as needed.
When making an investment in your facility’s management software, you naturally expect and need quality assistance. Before choosing a vendor, ask questions about the company’s technical support. You’re entitled to a high level of professionalism and expertise when you need help.
David Essman is the director of marketing for Lakewood, Colo.-based Sentinel Systems Corp., a manufacturer of self-storage management software and security systems since 1975. He can be reached at 800.456.9955; e-mail email@example.com; visit www.sentinelsystems.com.