We Can Help
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.
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.
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.
Team manages all accounting, analysis and reporting
responsibilities for client as required.
Team responsibilities for formulating policies,
managing daily operations, and planning the use
of resources, materials and processes for above
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.
ECSs customer support policy is to meet or exceed
the following goals:
customer contacts within two hours during normal
case resolution plan immediately if possible, otherwise
respond within one business day regarding our progress
and plan for case resolution.
customer with regular and timely case status updates
regarding our progress and plan for case resolution.
customer within one business day regarding the status
change (and version availability) of any defect
or enhancement requests.
monitor all support issues through our Case Management Application
in our CRM database. A case is a description of a customers
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.
New York City, New York
Software Development Staff
Foothill Ranch, CA
Support Staff and Data centers
New York, NY