In our modern world, there is always a heavy focus on technology. What can the software do? What bells and whistles does it have? What wonderful new technology is the software based on?
These are all important details, but they often eclipse and are focussed on at the expense of more traditional business factors. In particular, what level of customer support is offered and how responsive to customer feedback are you? There is an old adage that you can’t truly judge a company until you need to address an issue with them. It’s easy to seem good when customers are happy, but the true nature of a company is shown by how they deal with customers.
At TrackTreads we have a customer centric approach to everything we do. Our support team is available to help users with all aspects of our system. From basic guidance on how to use the software to complex large scale data integration and everything in between, our team is here for you. With our industry standard Customer Support ticketing system, submitting a support request is as simple as sending an email outlining what you need to help@tracktreads.com. A support ticket will automatically be created based on your email. Our team has a 4 hour response target so you should always get a response within 4 hours (based on standard business hours of 8.30am to 5.30pm Monday to Friday AEST). The time to resolution of your request will obviously vary depending on how complex the issue is, but for issues not requiring system configuration changes or enhancement coding, we aim for 16 hours to resolution. TrackTreads also offers phone support and our team are always ready to guide you through things over the phone and we can even arrange remote assistance screen sharing so we can show you exactly what you need to know.
From the very beginning, TrackTreads has developed software to meet end user needs. To meet these requirements has meant constant user consultation and this continues to this day. We build what customers want, so as a customer, let us know what that is. With all development of the TrackTreads software being done in-house, we are able to be agile and responsive to customer enhancement requests. Updates to the TrackTreads system are released on a 5-6 week cycle, so when you need new functionality added, we can respond quickly. Small enhancements can often be included in the next release, with larger requests included as soon as the development is complete.
When you decide to use TrackTreads, you aren’t just getting the best Undercarriage management system available, you’re getting a team of dedicated and knowledgeable customer support staff who make it their business to get your business running smoothly.
For more information, or to request a demonstration of how TrackTreads can benefit your company, visit www.tracktreads.com
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