Beyond Basic Support: The Importance of Exceptional Customer Service

  • January 22, 2025
  • Article

Emily Ethington – Senior Agility Sales

When selecting a software provider, many people look for specific functionality such as inventory management or reporting options. However, it is equally important to evaluate the service offerings of a software company. In addition to new technology, you are also choosing a customer support team. An excellent service model can significantly enhance your experience with the software and maximize the return on investment for your business.

Here are some things to look for when evaluating customer service from software partners:

Comprehensive Support Services

Implementation

Ensure your software provider offers comprehensive assistance from the start, including implementation. A smooth transition with guidance and attention from the implementation team can help minimize disruptions to your business. At DMSi, for example, our implementation involves assigning a dedicated team of experts in the roofing industry to guide our newest customers through the whole process, to assist with setup, process review, and launch. Following go-live, the implementation team introduces you to the skilled support staff for day-to-day needs.

Support

When evaluating customer services, look for in-house, responsive customer support that is only a call or email away. When a printer goes down or an order needs to be corrected, customers are waiting on you to resolve the issue in a timely manner. In those moments, a quick response from the software provider is a lifesaver to keep your operations moving. When customers reach out to DMSi Support, they are connected with our in-house Customer Support team located at DMSi headquarters in Omaha, NE. Our service and development teams are located in the same building for swift and effective problem-solving.

Beyond Basic Support

Consider offerings that go beyond just running your operation, to improving your operation. Great software support isn’t just about supporting the software. It’s about supporting the people who use it. Our DMSi Customer Success team provides tips for using the software to its fullest capabilities and will work with you to develop a training plan for your staff. They are dedicated to providing business process reviews that help improve elements like pricing strategies and delivery scheduling. These benefits are available even years after your go-live. This is critical to getting the most value out of your investment.

Connect with Others

Building a community of users is essential to creating connections and sharing best practices. Customer conferences are where users can meet and exchange ideas and tips. Just like networking at a tradeshow or within an industry association, the opportunity to grow and learn at a customer event is invaluable. At DMSi, we work to facilitate connections for our customers in this way as well. Our PartnerConnect conferences are designed to build connections and provide a platform for industry networking and shared learning.

When evaluating a software partner for your company, you are choosing software and a customer support team. A strong partner will go above and beyond to ensure you have the tools you need through implementation and day-to-day operations. This will maximize the return on your technology investment and help you achieve outstanding results.

 

DMSi provides inventory and accounting software to the building materials industry. Our Agility software manages every core business process, from purchasing and receiving to sales and delivery. We are an independent, family-owned business headquartered in Omaha, Nebraska, and have been a proud member of the roofing industry since 1982.

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