Apparel ERP software company AIMS360 upgrades services

Complex issues that are time sensitive often require live phone help. Trying to explain an issue in detail via email may not be easy and could be misinterpreted, resulting in more email dialogues. In this case, the caller can call a dedicated number and speak to a live support representative.

Any good business that respects customers’ needs should have a live representative available at the least during business hours. Many businesses like AIMS have implemented a call queue which allows for a client to call in and if a customer representative is not available, they will be placed in a queue based on who called first and will be assisted by the next available representative.

AIMS call queue also offers an option to callers that have been on hold for a certain period of time to be called back without losing their place in line. Once the client has spoken to the representative and created dialogue, if any follow-up is needed, then email communications can resume. These calls, too, become part of the client’s Support Desk history: if the problem or a related one reoccurs, the Support team can refer back to the problem and its history, without having to start from scratch.

Remote Support

One of the most "hands on" type of support can be achieved using remote support, which is used by many fashion software providers, including AIMS. When a customer calls with a problem too complex to resolve on the phone, then, with the customer’s permission, an AIMS support technician can use the internet to view and help control the customer’s computer to observe and resolve the problem.

Supplier’s Policies

When one shops for new application software, it’s important to know what kind of support they're entitled to and what it will cost.

Call-back Policy

A call for technical assistance shouldn’t be allowed to fall through the cracks. Ask, at the outset of an arrangement, what the software supplier’s policy is regarding call-back time. Further, ask what procedures the supplier has in place to enforce the policy.

For example, the policy at AIMS is to respond to a customer’s initial call within four hours maximum, even though the average call back is usually in 30 minutes or less; further, we work to resolve the issue within that time. AIMS also monitors the volume of calls to their Help Desk; if seen that they are approaching the regular Support Staff’s capacity to handle them, AIMS will reassign knowledgeable technicians from other parts of operations to assist.

Maintenance Policy

Look at the apparel ERP software provider’s contract. How much maintenance comes cost-free? At what rate is the maintenance cost after that? Is there "bug insurance"—that is, if there’s a bug inthe software, does the support company ?x it? Is it free? Who pays for upgrades?

AIMS360