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Tag: Clarify user

Value of Software Maintenance and Support

August 27, 2009 We pride ourselves on the value we provide our customers for maintenance and support, whether it is on our own software products, or on the Clarify software products we also support. I have writtenfrequently about the level of service we provide, often citing customer examples to back up our claim.   We are often asked by customers who are considering switching to our Clarify Help Desk Program why we are better than Amdocs. Here’s what we highlight - First, Dovetail charges considerably less than Amdocs charges for support. In tough economic times, this is an important factor. We then talk about our customer service and how our customer support staff is top notch and the service they provide is fabulous (OK, I’m bias, but our references back us up). We go on to say how support cases are immediately handled by…

Record 1st Quarter Through Superior Customer Service

April 8, 2009 In one of our recent blog posts we wrote about how important great customer service is to keeping your current customers during these difficult times. Our just completed first quarter speaks towards the importance of great customer service.   We had a record first quarter for Dovetail Software. Customer Service had a lot to do with this. First, we had a 100% renewal rate with all our current customers. Added on top of this, we secured a number of new support customers from one of our competitors. Why were we able to achieve this? Two reasons: 1) We offer great customer service (in fact, superior to our competition) at a lower price; and 2) This competitor (I will refrain from naming them) doesn’t care about their customers. Let me elaborate.   Our philosophy in our company is to do whatever it takes to…

Maybe Amdocs Should Call Dovetail for Clarify Support

February 16, 2009 Last week, I blogged  about a recent support issue an Amdocs customer was facing. They had contacted Amdocs, but couldn’t get assistance. We helped the customer solve the problem even though we have no support agreement with that customer. Well, we are at it again.   Last week, Jorge posed a question on ITtoolbox for the Clarify experts. Seems Jorge “tried Amdocs' tech support but they said it would require an enhancement ($$$) of their doing.”  Not content to have another Amdocs customer go away unhappy, Gary Sherman solved Jorge’s issue. You can see the full exchange , but as you can see below, Jorge got the answer he was looking for:   Reply from jcruz1965 on 2/16/2009 10:32 AM “Hi Gary, I was able to squeeze on some time on Friday and implement your fix in our development system. Worked flawlessly. I now have to talk to the business…