The Support Advantage
We continue to shamelessly exploit a primary advantage we
have over other resellers – the support expertise we offer
to customers. We would go so far as to say this is the
primary competitive advantage we provide that others do not.
We do give free support for a limited time to all customers
with their purchase. However, this is just the beginning. We
go all out for our customers with paid support contracts.
This keeps us close to our customers, and we become a
partner in their efforts to get the most use from their
software.
The support efforts are managed by Tad Whitchurch, our
Director of CAD/CAM Training and Support. On the front line
of customer support issues is Dave Benning, our Support
Coordinator. He is backed up by an army of engineers and
technicians, with specific application expertise or
hardware, network or programming expertise. A group of these
individuals is assigned daily to support duty so that we
always have a team ready to support you when you call.
Due to the growth of our business, the support calls have
increased substantially over the past few years. To help
manage the increasing volume we recently added a full time
Support Technician to assist Dave at the corporate office,
where all support calls are received. Shawn Brown comes to
us from one of our customers, a manufacturer of die castings
in Southern Illinois. Shawn has experience with a variety of
solid modeling systems, and he holds a Masters Degree in
Manufacturing Systems from Southern Illinois University’s
College of Engineering.
As an Autodesk Gold Support Partner, we are recognized by
Autodesk as providing the highest level of expertise to
customers. Only a few Autodesk resellers in the nation hold
this certification. As an example of our diligence, every
support call is tracked and recorded in our database along
with our responses. Every caller receives a survey by E Mail
once the support incident has been closed. We personally
review these responses daily. When they make suggestions, we
take them very seriously. This closed-loop tracking system
helps insure customer satisfaction and keeps us on our toes.
As all of the above indicates, we do welcome the opportunity
to help you after the sale with the operation and
implementation of your software. You can be sure you will
receive help from a highly qualified and responsive
technical expert when you call.
CAD/CAM/CAE
Solutions
