All software has occasional glitches and access issues, reports don’t work as intended at times, data can sometimes get corrupted, or maybe you simply need to make a small change. These are facts and it is inevitable that at some point you will need to contact support at your software vendor.
Key Questions to Consider Regarding Software Support
When choosing software to manage your business development and partnering efforts, support should be one of the deciding factors. Is your current software provider giving you the support you need to grow and evolve your business? When you submit a support request, are you getting confirmation of that request immediately? Are you getting a person-to-person call or email back within 3 hours to understand the issue or request? Are you getting resolution on Tier 1 requests within a few hours and at the very least getting a plan for when the issue will be resolved within one business day?
How We Support Our Clients
With ideaPoint our top priority is to support your team to keep them running smoothly. We respond to customer reported issues within 3 hours and on average, resolve them within 24 hours. There’s no need to wait days for resolution or pay additional fees to get assistance. Most issues can be handled by our support team at no cost.
We also understand that processes evolve over time and with that comes changes to how information is submitted, a new review form, a new report or simply getting the latest software update to keep you at the top of your game. Our support team will be on top of it quickly, no matter how big or small the request.
Click here to see an infographic (no login required) that explains some of the other differences between ideaPoint and what you may be using for Partnering and Opportunity Management software. If you want to hear more about how we handle support, just request a meeting here.