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5 Steps to Explode Your Software Company's Sales

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Including the right support in your offer is a big part of what enables your customers to successfully implement your software.  You need to have every customer, from the first one on, become enthusiastic about their experience with your software company, from the purchase, through the initial implementation, and continuously through ongoing support.

 

By strategically partnering with SysGen, Inc. you can offer world-class support to your customers.

Many outsourcing providers only deliver basic support such as handling a few simple frequently asked questions, assigning a tracking number, and sending the support call on to your team.  This does little to reduce the support burden on your staff. 

We get our personnel up to speed on your software and provide true Level 1 and 2 Support, saving only the most difficult issues for your staff to handle.  Our support technicians don't simply repeat memorized canned answers, they actually have a working knowledge of your software and a vested interest in making sure your customers get the right help.  Our support technicians are dedicated to your success and will gain the level of expertise with your software that callers expect so they can excite them about your software while providing a helping hand.

According to “The NetReflector Customer Satisfaction Survey” 29% of U.S. respondents said a bad accent is their top complaint when dealing with customer support personnel.  Many outsourcing providers use overseas personnel to field support calls, which may save you money in the short term but will frustrate your customers in the long run after they repeatedly struggle to communicate with people who have a strong accent and do not understand U.S. idioms.

We will operate your support line with U.S. personnel that clearly pronounce their words and are familiar with U.S. idioms.

Because we specialize in providing software support services for software vendors we have already developed and matured our back office infrastructure, logistics, and processes.  This minimizes the risk, cost, and implementation time to roll out world-class support to your customers.

 

A key part of our value proposition is the way we offer you a single integrated solution for both support and training because we know that one depends on the other to succeed. 

 

Students often present our trainers with questions, bug reports, and suggestions that require them to work closely with the support team to make sure they are addressed.  Our trainers provide insight to head off problems that might otherwise result in customers calling the support line based on the questions and problems students have during training. 

 

Our trainers also get feedback and advice from our support technicians which helps them round out their expertise with your software and avoids or smoothes over rough spots or embarrassing little gotchyas hidden in every software application. 

 

On the flipside, our support technicians look to our trainers to help them learn about new release features of your software and become a means for field testing training materials before our trainers use them to train your customers.

 

Our trainers and support technicians are also a goldmine for ideas on how to beat your competitors.  They are the ones closest to the real users of your software, not just the one or two key contacts your sales team deals with.  Working together as one tightly integrated team, our training and support experts often discover new ideas to improve your software to give you that extra competitive edge.

 

This is why we provide both training and support as one cohesive solution and provide personnel that are dedicated to your software. 

 

We are the only outsourcing provider that truly becomes a partner with your team.  Our seasoned professionals really take the time to learn everything about your software and your operation.  Our success is tied to yours and our people interact with yours on a regular basis.

 

We understand software support and specialize in serving software companies like yours, which is why we know how to find creative ways to work with you and help your software company grow, just as we have done for other software vendors.


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Last modified: 05/12/2006