The new technical support reps come from Industry (both education and job) and have years of experience using the AIMS system and many add-on features. AIMS360 offers support by creating a support ticket online and has recently added a call queue to speak to a live representative.
"With the expansion of the support team, we are not only able to respond quicker, but can address issues more accurately due to the high knowledge of our support reps, resulting in better customer experience," says Shahrooz Kohan, COO of AIMS360.
Along with new increase in technical staff, the company has also integrated a special task force for implementation. The new tier of support allows for AIMS360' more sophisticated users and business clients to receive personal, in-house support and implementation for a nominal fee.
The team acts as a consultant and will help identify and implement the AIMS system to work most efficiently for the organization. "By implementing the AIMS system using our new integration team, we have seen a significant decrease in the number of incorrect setup and technical issues," says Shahrooz.
SELECTING THE RIGHT TECHNICAL SUPPORT
If something can go wrong—it will! This ancient philosophy certainly applies to today’s technologies, including apparel ERP software. Planning to install a new system or upgrade a current one? Clothing manufacturing businesses want a provider that offers top-?ight technical support. Here are some service points to look for:
Many technical problems are not new: they and their solutions already exist in electronic ?les offered by numerous tech support websites. To access these articles, just sign on to the site, type in the subject or question, and the site will call up the appropriate ?les—permitting someone, often, to solve the problem on their own.
Once an apparel business has purchased or rented a system, it's extremely important that they set it up properly so that the business and the system run in sync seamlessly. This is where an implementation specialist can assist. AIMS integration specialists can help a new customer get started, go over training questions, and make sure the customer performs the correct setup configuration process in the AIMS software.
Many support requests are relayed via e-mail. At AIMS, a sophisticated response system identi?es the customer, logs into the account, and—if a technician is not immediately available—relays a Help Desk "waiting number" back to the customer.
As a technician becomes free, he or she picks up the request and begins an e-mail dialogue with the customer, continuing until a solution is reached. Further, the interchange automatically becomes part of the client’s account history, speeding a solution if a similar problem recurs. The client, too, can log into the Support System’s record for later reference.
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