The personalized service is far better than what we experienced with our last vendor. It's a true partnership; much more than the simple telephone support service provided by our last vendor. TomorrowNow's proactiveness saves us the time of doing things ourselves, which helps us focus on other projects and derive value from our ERP investment.
A Trusted PartnershipFilix Finds a Trusted Partner in TomorrowNow Support Services |
With its unique inverted pyramid infrastructure, TomorrowNow's industry-leading support model provides every customer a dedicated Primary Support Engineer. Calls go directly to this highly trained expert, avoiding the escalation process that often stems from less experienced vendor call center employees. "We're directly in touch with an expert who quickly and completely gets to the root of the problem, which saves us a lot of time," said Vigneron. "Our analyst doesn't do things half-way and then enter a fix request and close the case, leaving us to wait for the next release, as was often the case with our previous vendor.
TomorrowNow's communication effectiveness and attention to detail was evident when Filix had an issue with its financial integrity reports. "When we called our previous vendor about an integrity report that wasn't working properly, they told us we had to apply a fix which wasn't available until the next release," Vigneron said. "On the contrary, TomorrowNow does a thorough analysis of the issue and works directly with our database to fix the reports—a crucial advantage and huge benefit we didn't have before. I particularly appreciate that they follow things through and clearly communicate exactly what they're doing. With the integrity reports, they gave us all the detail of what they did, so we have a thorough record. This type of service wins our trust."
The heightened level of customer service has created a solid partnership between Filix and TomorrowNow. "The communication process works very well for me," said Vigneron. "I am copied on all the emails, which enables me to know what's going on between TomorrowNow and my team. The personalized service is far better than what we experienced with our last vendor. It's a true partnership; much more than the simple telephone support service provided by our last vendor. TomorrowNow's proactiveness saves us the time of doing things ourselves, which helps us focus on other projects and derive value from our ERP investment.