Maintaining Customer Satisfaction and Escalating New Feature Requests

Bicom Systems’ number one concern is the satisfaction of our customers. Consequently, our top priorities are effective communication and rapid problem-solving. If we receive a customer inquiry or troubleshooting issue we attempt to respond and address the problem as quickly as possible. Whether it is a simple question, some sort of error or problem, or a request for custom work or upgrades, our number one goal will be to ensure your satisfaction as quickly as possible.

If you find that you are not satisfied with the priority or the response, we have a very explicit escalation procedure. Please read : www.bicomsystems.com/support/  If used, it works to get you what you want.

As we receive customer inquiries, we determine their level of urgency and place them on a list for review. Issues or questions that are less pressing and urgent may have a slightly longer wait time. If a customer simply cannot wait for the review process to complete, they could submit an endorsed custom feature request which would give them number one priority.

Of course we’re also counting on our customers to keep in touch with us and reply quickly to our emails or calls. Customer satisfaction must be a two-way road in which both parties communicate in a timely and professional manner.

If you have a problem or need custom work done, please contact us as soon as possible. Do not wait until the problem escalates into something larger or more urgent – this causes undue stress on all parties involved – please let us help from the very beginning.

Also, if you do contact us with an issue or request, please be prepared to follow up with us. If we put in the time and work to respond to a customer, we expect that the customer will remain actively involved and continue communicating with us.

All that said, Endpoints are a separate type of support category, falling under Feature Requests. This means that if an Endpoint is highly sought after by our customer(s) we will put it on a Review List. After review, we will a schedule a time convenient for us to add-on the Endpoint.

Please note that Endpoints do not fall under the standard support contract as they take more time and are projects in and of themselves.

As we add in Endpoints, all customers will receive them as part of free updates to their system.

Having a Support Contract with Bicom Systems will allow you to get your inquiries and requests to the correct place more quickly and efficiently. Please contact us at sales@bicomsystems.com for more information.

Eldar Avdic
Technical Support Manager
Bicom Systems

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