With businesses greatly varying in the complexity of their daily processes, number of employed staff and locations from which they operate, it is important for companies to receive a level of support that is best suited to meet their demands and provide the greatest value to the business.
Here at OrderWise, we understand that each business is different, that is why we provide each of our users with a software solution that is fully tailored to match their individual needs as a company. However we also understand that the uniqueness of their requirements doesn’t just stop there but also extends to the support package required too.
Each OrderWise Software Solution includes a full six months of Support & Upgrades as standard, which businesses can then renew annually at the level they require going forward.
How Our Support Works For You
At OrderWise, we employ over 40 dedicated first and second line OrderWise Support Technicians, who provide support from 8.00am to 5.00pm Monday to Friday (Bank Holidays excluded). To ensure the support our customers receive is always first class, all OrderWise Support Technicians have been through a structured three month training program to ensure they have the knowledge required to assist our users with any queries, questions or issues. What’s more, our Support Technicians only support OrderWise meaning providing the best care and assistance to your business is their only priority.
We want our support technicians to be as accessible to your business as possible, that’s why we offer multiple fast and simple ways of contacting them to submit a support request:
- One click from within OrderWise allows you to directly raise a support ticket.
- Send an email straight to our support team.
- Send a request via our website.
- Simply call and speak to a member of our team who will submit your request for you.
Our method of prioritising Support Tickets means that you will not be kept waiting on hold, your support request will be logged and placed into 1 of 3 categories (Emergency, Urgent or Standard) with the average support response SLA call times for these categories based on your chosen support package. This means that your day will not be wasted waiting for a call back, freeing up your staff to continue with their duties and minimising any impact on productivity. Then with remote assistance our staff can connect to your systems and see exactly the issue you are having, allowing us to provide exceptional levels of support.
Initially, it may not seem that our support services are hugely important; however many of our customers have been surprised at how crucial they can be to ensure the smooth running of their business. Our support and upgrade contracts give you access to this resource at a level to suit the requirements of your business. More importantly, investing in an OrderWise Support & Upgrades Contract will provide you with the outstanding peace of mind that your business is always in safe hands. But don’t just take our word for it, this is what our customers have said:
The support is absolutely great, with them just a phone call away we have no problems at all! – Andy Marston, Director of Custom Technology Solutions
The support is first class, they’re all nice, everyone does their best to solve an issue before taking it to second line and even if it gets to second line you can tell they know the software inside out – so no problems! – Jaffer Jawad, Director of Viakeys
The support is first class, can’t fault that at all – the staff are always very prompt, courteous and will even help with the silly questions that come up from time to time – Andrew Ewens, Inventory Controller at Happy Pet Products