E-mail support advantages
continued from Did You Know?
<BACK
- E-mail can be more precise. It allows you to send a detailed
description of the problem, including user names, program names, and
even screen shots. This helps to avoid time-consuming and frustrating
misunderstandings.
- E-mail provides you with a written record. This makes it
easier to track the incident, distribute information to other people,
and save the solution for future reference. "I
really prefer to handle all support issues by e-mail, so that I have a
permanent record to refer to, with no misunderstanding of what might
have been said, and I save time and money overall,"
notes Ms. Robak.
- E-mail may be faster for certain types of issues. "It is quicker for me to e-mail than to call. I can compose and send e-mail in under a minute," writes Jeff Steeves, Comptroller, Brentwood International. "Simple problems are handled within minutes. Here is an example: I e-mailed Accounting Support at 15:58 yesterday. An acknowledgement came at 15:59 and the problem was solved at 16:04. Six minutes! Excellent turn-around time by anyone's measure."
Karmak has set up four e-mail addresses for Legend support, and two for INFO 5 support. This helps you contact the appropriate department for your issue. Karmak support departments monitor these addresses, shown below, during regular business hours, 7:00am to 5:30pm Central Time.
Gary Dilley, Manager of Legend Application Support, explains the process, "When an e-mail is received by the Support department, a reply is sent to the customer via e-mail giving them the incident number assigned to their issue. Future correspondence to the customer is conducted by e-mail, if possible. Initial response on these issues is usually within five to ten minutes of receipt of the e-mail, though there may be circumstances--when we have difficulty with e-mail servers, for example--that make the response time longer."
According to Jerry Osborn, Manager of INFO 5 Support Services, "Many of our customers use e-mail to request assistance because they can clearly state the problem and get in touch with support without the delays of conventional phone methods. Responses are usually sent within minutes and problem solving is made easier. While a phone call is not always completely eliminated, it lessens time on the phone explaining the issue."
E-mail should NOT be used for support issues of an emergency nature, such as a system being down. Karmak support representatives are available on-call to assist in emergencies. But for most of your support questions, try e-mail for improved efficiency.
| LEGEND
SUPPORT ADDRESSES: acct-support@karmak.com - Accounting Support pass-support@karmak.com - Parts & Service Support sys-support@karmak.com - Systems & Installation Support vendcomm@karmak.com - Vendor Communications Support INFO
5 SUPPORT ADDRESSES: These addresses are also listed on the Karmak website. |
