MicroMain Corporation, a leading provider of asset and facility management software and services, today announced the expansion of MicroMain support options with the launch of a new Online Support Portal. Driven by customer growth and support escalation, the Online Support Portal was designed to help MicroMain software users with any inquiry.
The core functionality of the site is the user’s ability to log a help ticket online for speedy assistance. The ticket is immediately sent to the MicroMain support staff and is directed to the most knowledgeable expert who then responds with the solution. All online tickets are saved, providing a history log of information users can refer to.
“Maintenance personnel are frequently on the move and can’t always stay by the phone for support answers,” says John Conroy, Vice President of Support for MicroMain. “This is one way for users to log a question, go on with their day, and return to the answer on their own schedule.”
The new Online Support Portal also contains a Knowledgebase equipped with more than 100 posted articles detailing software features and functions. This allows users to educate themselves on program functionality and/or independently seek answers using search engine capabilities. Other features include a section dedicated to company information including current MicroMain news, events and dates, as well as a section designed to allow downloads. Currently, product sheets and training files can be downloaded. In the near future MicroMain plans to add a number of downloadable software applications.
MicroMain employs an in-house technical support staff at its Austin, Texas headquarters. While assisting thousands of customer sites, the MicroMain technical support department continues to maintain a zero support backlog.
The new Online Support Portal is a free feature for all MicroMain customers. MicroMain created the portal to coincide with its current telephone and other support options in order to continue delivering a high level of quality customer care.
“We consider it a priority to guarantee that MicroMain customers receive the best support available in the industry,” said Conroy. “It is our responsibility to ensure that when our customer base increases, our support outlets follow.”