Customer Support
Customer Support is Job Number One at IntelliTime Systems Corporation, and we take pride in our reputation for flexibility and superior customer support.
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Main benefits
As a privately-held company free of venture capital or hedge fund ownership, we are not under pressure to ship products that are not ready, or send staff into the field before they have the necessary experience. This grants us the freedom to place great emphasis on helping our customers extract the greatest possible value from their system.
Many companies pay lip service to customer service, but at
IntelliTime this is our prime directive. Our ability to compete
and win against the giants in our industry comes from our
innovative suite of Public Sector-focused solutions, coupled with
industry-leading customer support. Excellence in customer support
is comprised of superior response times to customer inquiries,
whether through e-mail, the phone or our online customer support
portal. We also only hire senior-level IT staff with a mission of
service attitude to staff the support team.
IntelliTime allows most customers to work with the same customer
support representative during the initial years of their
engagement with us, ensuring that the support our clients receive,
just like their system, is tailored to their unique needs. As time
goes on, the questions tend to get more generic and then the first
available customer support rep can provide a timely and accurate
resolution to incoming cases.
When is the last time your vendor called you before you had an
issue? With IntelliTime, avoiding customer service calls by being
proactive is our goal. Remember – Payroll cannot be late!
system health monitoring tools
While we always welcome a call from one of our clients, many of our unique and automated tools help us to even avoid customer service calls in the first place. IntelliTime’s automated system health monitoring tools feature extensive configuration checks that run nightly, notifying our support team automatically with warnings of incomplete rules, or configurations that would display an error if run. In many cases we call the customer with alerts to conditions such as these.