In recent months, Argos Software has comprehensively reviewed the service and support we deliver. This review included an extensive customer satisfaction survey to help us better understand your needs and how we can meet them. We are grateful to everyone who took the time to contribute comments and suggestions. Your detailed and thoughtful feedback is invaluable today and in planning for the future.
We recognize that installing our software is only the start of a long and close relationship between our companies. This relationship is the focus of our business and we are delighted that so many of you feel that the product meets your needs and that our staff is friendly, helpful and knowledgeable. Several customers reminded us of their strong loyalty to Argos Software and almost all indicated willingness to be a reference for potential future customers. We appreciate your support and are working to ensure that we earn that support every day.
As well as positive feedback, some of you shared concerns related to our product, support or company. In some cases, these concerns required immediate action on our part. We appreciate this feedback and are committed to correcting our shortfalls where they already exist, and making systemic changes to ensure long term improvement.
Service and support are critical issues for all of us. Day-to-day performance of the software is important and our reaction when something goes wrong or needs to be changed is a key element of customer satisfaction.
We acknowledge your candor and generosity in providing us with your frank appraisal of our successes, as well as our shortcomings, in admin/billing, communication, account management/sales, and support. This feedback has helped us to address the issues and we are progressively making improvements in each of these areas.
Many of you expressed a desire for improved communication about updates, new features, the direction of our company, Webinars and other resources as well as more direct involvement with Argos and other users. In response, we will introduce a quarterly newsletter starting next month, including tips and tricks, an improved website, and email advice about relevant updates and new products.
We are currently researching how best to implement your desire to communicate with other users through an online bulletin board or blog. This online forum was launched at the September Users Meeting to facilitate a community of best practice, allow knowledge sharing between customers and provide a valuable opportunity for us to learn more about how you use our software, and your additional needs. We will progressively review and improve the structure of the online forum based on your feedback.
In response to your comments, we are modifying the make-up of our account management/sales team to carefully match you with the most appropriate specialized account manager. Some of you have been, or soon will be, assigned to a new account manager dedicated to helping you get the most out of the software and your relationship with us.
Our Support team is our direct interface between your business and ours. It is also an area that received considerable comment and constructive criticism. We have implemented a number of changes to improve response times and support service. These changes are spearheaded by our Support Manager, Harvey Clement, who brings with him extensive experience in quality assurance, as well as excellent product and industry knowledge. We are also making changes in the way service requests are managed to ensure that you receive prompt solutions and ready access to the specialized staff who can best address your concerns.
Our webinars are positively regarded by those who have participated or accessed them from our web site. We will be working to improve the quality and variety of these valuable training tools and to better promote awareness of this resource. All of our webinars are catalogued and available on our support web site. This site may be accessed from our ‘Help’ option and webinars are available under ‘downloads’. If you do not have a log-in for our support site, please call our Support Team.
Some of you had specific suggestions about ways we could enhance our software to better meet your needs. These suggestions have been recorded for the support and programming teams. Some of the suggestions have already been implemented and others will be introduced over time. We are particularly focused on suggestions that would be beneficial to a large share of our users. Suggestions that are specific to a single user or a small group will continue to be handled as custom programming requests.
Again, thank you for your time, input and suggestions. If you have additional comments or suggestions you would like to make, please call Heather at 888-253-5353 or email her at heatherh@argosoftware.com