BatchMaster Software Pvt. Ltd

BatchMaster Services & Support

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Customer Service Is Not Just A Department But Our Attitude!!!

Customer support is the act of taking care of the customer’s needs by providing professional, help, high quality service and assistance until the customer’s requirements are met. In today’s highly competitive market, post sales service is more important than the product itself. And for a product like ERP, it’s not just important, but a dire necessity too.

One of the most common reasons which prevents customers from acquiring ERP solutions is the fear of getting poor customer support post implementation. There are quite a many apprehensions that a customer has, like, will the solution be able to adapt our processes and what help we will get during and after the process of implementation? How is the tech support of the vendor? How the critical issues will be handled? How fast will they be able to resolve them?

There are certain parameters on which the quality of customer support is measured. Some of the characteristics of good services are:

Resolution: Having a skilled team that can easily identify, analyze and resolve customer’s issues is paramount in building customer confidence in you. So make sure you have technically sound people and product experts on the other side answering the calls.

Prompt Response: Whether it’s regarding sales inquiries or seeking tech support, promptness is a must have for all the customer care executives. Promises for delivery of products must be met on time as this prevents delays in service delivery and cancellations of product orders.

Professional Conduct: All customers should be treated professionally, by well trained and skilled staff who are competent enough to understand the needs of the clients. Professionalism reflects that the customer is valued and cared.

Polite Behavior: Politeness is almost a lost art. Basic etiquettes like saying ‘hello,’ ‘good afternoon,’ ‘sir’, and ‘thank you very much’ are a part of good customer service. For any business, practicing good body language and manners is appropriate, whether the customer makes a purchase or not.

Personal Touch: Directly addressing customer with the first name is very effective in showing belongingness and loyalty. Customers like the idea that whom they do business with, knows them on a personal level.

These and many other parameters form the base of BatchMaster’s Support & Services Team. This is one place where you can leave all your fears of a bad customer service experience or of unanswered calls or, above all having your problem un-solved, because BatchMaster Software offers best in class 24X7 customer support, not only during installation but whenever you need even after successful implementation.

Do you know 91.96% of our customers reported us to be excellent in ease of reporting a case and 95.03 % clients feel that we display promptness in our conduct.

At BatchMaster we have an excellent team of professionals and experts who are always on their toes to assist you. Our team is exclusively dedicated to resolve the issues, make flexible plans, workarounds, expert advices and best possible solutions. BatchMaster ensures that:

• Implementation meets the scope, time and cost
• Effective consulting is provided for perfect mapping of customizations with solutions
• Post Go-Live periods, the technical support is available 24X7 through telephone or via email (various plans are available for the same)
• Necessary training is imparted through our e-learning facility, remote sessions, and/or on-site, depending on the scope, criticality and      participation solicited
• Customer is getting proper service, as customer satisfaction is our key performance indicator

As soon as you go live with BatchMaster solution, you just need to rely on our customer care experts to help keep your system up and running at optimal levels. We are delighted to share that 90.66% customers reported that we have excellent case resolution quality. Our industry experienced, product experts are dedicated to support you with your queries and issues. We employ an automated case management system to track issues to offer enhanced customer experience.

Still don’t believe? Listen to our customer’s voice then:

“Team BatchMaster was very helpful in fixing the problem and offering solutions for future benefit. Great Job!” -Hi-Tech Color, Inc.

“BatchMaster’s staff is very good and checking in on our permission issue until we found a way to get our issue serviced. The team is very knowledgeable about the software and how we use it in our business. Thank you!!!” – Toni Squier, Husk-ITT

“Team BatchMaster should be commended for their service and sense of urgency here. Due to their great efforts and those that support them, we could turnaround a project for our largest customer in days rather than weeks. Well done Batch Master! ” – Tempo Aerospace Inc.

We, at BatchMaster, believe that our customers are our strategic partners. Their growth is our growth, and to enable that we continually improve our products and services with their valuable feedback.

For more information please visit BatchMaster Support & Services

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Author

Sanjay Panjwani

I am Managing Director at BatchMaster Software India Pvt. Ltd., a leading vendor of ERP solutions in all the 7 continents. With over 30 years of presence in the ERP market & 1500+ customers situated all over the globe, BatchMaster is a mature organization of 200 plus employees.

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