In no other area have we ever experienced this standard of support. Today, with the trust we have in TomorrowNow, we are confident that when we call, we'll be helped. We've never been confronted with a problem TomorrowNow couldn't solve.
Unmatched Response TimeFilix Finds a Trusted Partner in TomorrowNow Support Services |
As part of its 30-minute response policy, TomorrowNow's infrastructure ensures that a backup analyst will be automatically reached if a client's Primary Support Engineer can't take the call within seven minutes. If the backup analyst is also busy, the system will automatically contact the next person available. "We require this level of responsiveness," said Vigneron. "It's a mandatory safety net, in case of a serious problem or an urgent request."
"In no other area have we ever experienced this standard of support," Vigneron continued. "When we started in 2000, our vendor's service was deplorable and we did not have the time to wait for their fixes. When we needed fixes urgently, we developed our own. Today, with the trust we have in TomorrowNow we are confident that when we call we'll be helped. We've never been confronted with a problem TomorrowNow couldn't solve."
The ability to respond quickly was a crucial factor during a
recent Filix cost accounting implementation. A program was failing and the situation was critical. Filix called TomorrowNow and an analyst immediately looked into the application code and identified the problem—a missing value in a field somewhere in the setup. "The analyst was fantastic, very fast and efficient," recalled Vigneron. "This single analyst had the required application and technical skills to solve this issue the same day we reported it."