ASI Expands Support to Clients with T.E.C.H.
Web-based support software provides flexible, timely technical support to customers around the globe
Cleveland, Ohio - April 27, 2006 Andrews Software, Inc. (ASI) announces the expansion of its client support services with the addition of T.E.C.H.
T.E.C.H., an acronym for "Timely Expert Client Help," refers to ASI's state-of-the-art, web-based technical support application. With T.E.C.H., clients are able to quickly submit technical support issues, know as "incidents" to the ASI support team. This can be accomplished by accessing T.E.C.H. from ASI's corporate website or simply by emailing support@andrewssoftware.com. T.E.C.H. automatically creates a trouble ticket and routes incidents to the support representatives who can most readily respond to the support request. The nature of the incident determines the response format; however, most are able to be resolved quickly via email instruction. Incidents can be automatically escalated if they are not closed within a certain timeframe. The benefits to ASI's customers are many, with the most significant being quick and efficient incident resolution - regardless of location.
Another key advantage offered by T.E.C.H. is it provides users with valuable information regarding the nature of their support requests, what the status may be for special projects, as well as incident resolution timeframes. T.E.C.H. also provides users with a self-help section, by building a knowledge base, which is based on customers' previous incidents and support requests. In short, the more ASI clients utilize the support software, the better the knowledge base becomes for everyone.
"We are extremely excited to offer T.E.C.H. to our customers," says ASI Customer Support Manager Brian Chivers. "The feedback has been overwhelmingly positive and we expect it will only grow as we add additional enhancements."
ASI is committed to providing its customers with support tools designed to help them reduce costs and improve efficiencies within their operation. T.E.C.H. represents the latest addition to its already robust client support collection that also includes weekly "WebShare" webinars available for staff training and education purposes, as well as a newly designed web site with enhanced client support.
About ASI
ASI offers a family of industry-tailored, proven software solutions for offsite information management companies around the globe. Originally written in 1984, the ASI suite of products combines a depth of industry knowledge with innovative technology to effectively address the business and IT requirements of its clients. ASI is also committed to delivering unsurpassed customer service and support, working with clients to propel their business. Contact us today for more information on how ASI can transform your company.
Press Contact:
Scott Bidwell
sbidwell@AndrewsSoftware.com
800-807-2093 (US and Canada)
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