Use of your Enterprise Asset Management (EAM) software system should be the easiest part of your daily workflow. However, there may come a day when you need to contact the vendor’s customer care team with a question you have about using the EAM software, or an issue that you need help resolving. This may be an error message you don’t recognize, a sudden logout, incorrect data or any other happening that disrupts your normal operations.
This article will explain 4 simple tips you can follow when contacting your customer care team to ensure that your requests are resolved quickly and effectively.
Tip #1: Know your issue inside and out
When submitting support requests to the customer care team, it’s critical that we have the most information possible to start planning troubleshooting steps. Including as much information as possible in your initial contact with the team – whether by phone, email, or other means – allows them to quickly identify possible causes for your issue and start working with you towards a resolution.
Here is a good list of questions to ask before contacting the Customer Care Team:
– What exactly is the issue? Can I describe what is happening?
– Does this issue only affect me? Are other users affected in the same way?
– Is there a specific workflow that causes this issue? Does it happen every time?
– Do I get an error message?
– When did this issue start? When was the last time this workflow worked without the issue occurring?
Tip # 2: Know your EAM software system
Besides being able to describe your issue, it’s important that you also gather information about your EAM system to share with the team when submitting your request. Knowing information about which version of EAM you are using for instance, can be extremely helpful in determining if an issue is a known defect with a patch already.
Providing the following information with your request will help us help you faster:
– The version of the software you are using. This usually is in the form of XX.X.X (ex: 17.0.7)
– Was there a recent upgrade to the software version that you know of?
Tip #3: Be communicative
While working to troubleshoot an issue, the customer care team may send you questions or troubleshooting steps to perform, and eventually, steps to fix the issue. If you are ever unsure of how to perform the steps, or have any questions about what the customer care team needs, please communicate that to them! They’re always happy to schedule time to go through troubleshooting or discuss questions over the phone if necessary.
The team understands that you may not always have time to go through troubleshooting steps right away. If, for any reason, you will be unable to continue troubleshooting steps for more than 3-4 days, let your customer care representative know – not responding to support requests may cause your request to be closed. Communication is key!
Tip #4: Be patient (and persistent)
Resolving your issue quickly is the team’s number one priority. Sometimes, an issue will take mere minutes to solve, but others require more extensive testing to replicate, build a troubleshooting plan and determine the best approach to resolving the issue within your environment. In these cases, it may take some time for a resolution to be reached. It’s important that you give your customer care representative the necessary time to resolve your request, or to provide the next set of troubleshooting steps.
However, this doesn’t mean you have to be complacent – follow up regularly with your customer care representative on the current progress of your ticket – they should always be able to provide an up-to-date status report.
For over 40 years, the AssetWorks team has been providing unparalleled customer service to asset management professionals spanning both the public and private sectors. To learn more about AssetWorks EAM, simply fill out the form below: