Their level of expertise is evident on many levels. They've really been able to help us... Everyone in our group has been very pleased with the personalized level of support TomorrowNow provides.
Dedicated Personalized Support Means Faster ResultsTropical Shipping Discovers Savings with TomorrowNow Support Services |
Having a dedicated TomorrowNow Primary Support Engineer has impressed Tropical. Their experienced, senior TomorrowNow support engineer has responsibility for any diagnostics and fix development for the serious issues that Tropical reports. TomorrowNow's support model ensures each client's dedicated engineer gets to know their unique operating patterns, challenges, and needs, becoming a virtual member of their team.
"Support with our previous vendor was adequate at best," said Lasch. "Every time we called we got bounced from person to person and had to explain our issue and our environment over and over. One of the advantages with TomorrowNow is that our engineer—who is very knowledgeable—doesn't just turn us over to a different analyst if he doesn't know something. He goes behind the scenes and does the question-asking and information-gathering himself and then gets back to us. He always tackles an issue with the approach of making it as painless as possible for us; he's practically a member of my team the way that he works. It's a much more customer-focused process that saves time and reduces stress for us."
During the company's support transition, TomorrowNow advised Tropical on the PeopleSoft patches and fixes it was legally entitled to download. This became important, when after the transition to TomorrowNow, Tropical rolled out open enrollment for employee self-service. Tropical's support engineer helped the company identify the necessary patches from its downloaded cache. "They knew exactly what we needed to download to have on hand for any future projects," said Lasch. "Their level of expertise is evident on many levels. They've really been able to help us."
The 30-minute engineer-level response time that TomorrowNow provides every client is reassuring for Tropical. "We've never worried about them not getting back to us in time," Lasch said. "Everyone in our group has been very pleased with the personalized level of support TomorrowNow provides. My manager has been pleased, and his manager has been pleased as well."