eCommission Solutions, LLC

Support and Documentation

The ECS support process was developed and is maintained with the key objective to provide the most responsive, highest level of account services. We are dedicated to our partnership and our organization is structured to service the client on all levels.

Our support staff is trained and experienced in all matters concerning our processes and those capabilities we service. The Support Staff has full access to all necessary channels to make sure our clientele is satisfied with our services. The support staff and our client, have the full support of our executive team. As part of our dedication to our client services our team has all access to the executive team for support and client satisfaction.

Support Team of Account Managers is responsible for responding to customer inquiries and ensuring that any and all problems they are experiencing are resolved in a timely and effective manner. Maintaining the relationship and product is sustainable.
Software Development Team is to constantly provide up-to-date product development and support to existing products and “NEW” Product offerings. Please NOTE: All of ECS’ Development Staff are “In-House”.
Finance Team manages all accounting, analysis and reporting responsibilities for client as required.
Operations Team responsibilities for formulating policies, managing daily operations, and planning the use of resources, materials and processes for above teams

Client Support is available 8:30A EST to 8:30P EST. Please NOTE: We are expanding our service support operations both in the UK and Australia which will significantly expand our customer support hours regionally.

ECS’s customer support policy is to meet or exceed the following goals:

Acknowledge customer contacts within two hours during normal business hours.
Provide case resolution plan immediately if possible, otherwise respond within one business day regarding our progress and plan for case resolution.
Update customer with regular and timely case status updates regarding our progress and plan for case resolution.
Notify customer within one business day regarding the status change (and version availability) of any defect or enhancement requests.

We monitor all support issues through our Case Management Application in our CRM database. A case is a description of a customer’s feedback, problem, or question. Case management enables ECS to make the most of each interaction and become a true champion of customer success. ECS uses cases to track and solve our customers’ issues. ECS can quickly create, edit, locate, and view cases from the Cases tab within the companies Salesforce database.