Customer Services - An Essential Key to Your Success
HelpDesk Done Right
We take pride in the level and quality of support for all our customers. We genuinely care about your success and will move mountains to
help you get the most out of your software. Customer support is not an afterthought; it is absolutely essential to producing
customer satisfaction. For too long many businesses have neglected support services or even worse, outsourced this function
to uncaring and inept contractors in foreign countries. That's no way to do business.
Here's how customer support should work and what we actually do every day:
Toll-free number (800) 280-0240 in the U.S. and Canada.
Full-time, expert staff of technicians available from 9:00 am to 6:00 pm Eastern Time Monday through Friday.
We do not use an automated call answering system. When you call us you will be speaking to an AMT representative
who will direct your call as needed to the appropriate extension to handle your issue. In the rare instance a representative is not
available, leave a voicemail and they will call you back ASAP.
Dedicated e-mail support address:
firstname.lastname@example.org This mailbox is shared with all technical support
inquiries are given the same priority as phone support.
All support personnel and functions provided directly by AMT Software employees from our Bloomfield Hills, MI. office. We do not use an off-shore call center
or contractors to handle your calls or e-mails.
All phone support is provided by technicians for whom English is their first language.
Fast response time. If we can't give you an answer over the phone because a problem requires more investigation, we will always get back to you
as soon as we can. Usually by close of business the same day.
Everyone gets an answer. We do not leave open support calls regardless of the
Legitimate defects are entered into our AMT OnTime defect tracking system. You will get an ID number for the problem and can track the status from
initial reporting all the way through to the software release with the correction implemented.
Software enhancement requests are more than welcome. Customer enhancement request tend to bubble up to the top of our priority list because
we are customer-driven.
Just like a defect, these are entered into our system for evaluation and prioritization.
If you've got a great
idea for an enhancement or how we can improve on an existing feature or eliminate something that is annoying you, we would appreciate hearing
Unlimited number of calls. You will never incur pay-per-incident charges or additional fees.
There are no data limits to the size of e-mails sent to us. If you need to attach a large data file, our e-mail system can handle it.
Access to our ftp site for uploading and downloading large data sets if that is the most convenient method for you to send or receive data from us.
Personal and professional service. We take the time to get to know you and understand your business and challenges. We never
forget that we work for you; not the other way around.
Without doubt training provides the biggest return on investment you can make in your business. With the added skills and expertise, your team is able to
take full advantage of all the features of our software to get jobs done faster and better.
We custom-designed training programs to precisely fit your needs including:
New Customer Startup Guaranteed results. We don't leave until your users are working on their own jobs using the software to your satisfaction.
If our trainer needs to stay on for another day because your team needs more assistance, that is exactly what will happen and you won't be charged a nickel more.
There's no sense in leaving until your team is properly trained and can do the job.
Product Update Training This is typically an intensive 1-day program to get your users up to speed with all the new features introduced
since your last software update.
PowerSource You'll learn how to exploit the full power of knowledge-based programming with in-depth instruction. Programming your shop rules
and machining techniques into your PowerSource databases will have a profound affect on productivity, consistency and quality. You'll learn everything there
is to know about this powerful technology and actually start programming into PowerSource solutions specifically for your shop.
We will consult with you about your needs and design a custom training program to achieve your goals. Why settle for "one size fits all" solutions that ties
up your people learning about features or functions that they have no need to use? Our targeted programs delivers results with minimal interruption.