ECRS' corporate service mission is to exceed our customers expectations for service, quality, and value. We constantly strive to earn our customers' long-term loyalty by working to deliver more than promised, being honest and fair, and "going the extra mile" to provide exceptional personalized service that creates a pleasing business experience. When it comes to supporting our customers, our Support Group has its own mission statement that is simple and to the point:
The ECRS Deployment & Support Group holds firm to this simple yet effective mission by measuring their results of customer satisfaction on a daily basis. Using in-house proprietary reporting and issue-tracking systems, ECRS keeps a close watch to ensure customer satisfaction and quick issue resolution. Each customer is invited to submit a praise or complaint based on their ticket response. esults are automatically tabulated, trended and reported to our management team, allowing ECRS to accurately monitor customer satisfaction. We're proud of our outstanding satisfaction results, so we make trending results available to customers and prospects upon request.
ECRS products are designed to surpass our customers' expectations, not only in functionality, but also in reliability. Standard features such as automatic POS redundancy and automatic store-to-HQ data synchronization allow ECRS to provide retail automation solutions with the lowest cost-of-ownership in the business. In times when help is needed, ECRS is ready to deliver with two primary support packages - Silver and Gold. These support packages help our customers get the most out of their store automation system while simultaneously keeping support costs down. Quite simply, we offer proven, effective support plans at very affordable rates.
"CATAPULT is fabulous. I placed my first "replacement" order, it was delivered, and I received it all using the hand-held terminal. No pricing, no counting. my first computerized venture is a complete success. Thanks again for all the support. I am a small business, (for 22 years now!), and this is my first step into the computerized arena. I did try out another system, and it is still sitting in my basement. It was horrible. I have only words of praise for all the the people who I have dealt with at ECRS."
Barbara — New Vitality Health Foods, Inc
"For everyone in Technical Support, I appreciate all of the help you have given and the rapid response in addressing the issues we have had. I am most pleased with the commitment to excellence illustrated by everyone I have contacted. I appreciate all of your work, advice, and dedication to keeping CATAPULT the best system I have worked with."
Mike Asher — Rollin' Oats Market & Cafe
Many ECRS customers choose GoldCARE, our top-level, comprehensive care package. By combining the benefits of SilverCare with advanced overnight* hardware replacement and on-site service and installation, GoldCARE is designed to minimize system downtime by providing you the highest level of care.
SilverCARE combines remote phone support, computer dial-in support, and our hardware depot program based on the manufacturer's warranty. The SilverCARE plan effectively meets the support and service requirements for customers with adequate internal IT staffing that can dedicate the time and resources needed to handle low-level day-to-day activities.
Talk to your ECRS solutions expert to help you decide which ECRS CARE plan best fits your business requirements.
*Certain restrictions may apply
ECRS customers can submit issues over the web directly into ECRS' CustomerWeb system, and can track their individual issues through to resolution via this site. Training information, support alerts, new product news, and upgrade downloads are also available on ECRS' web-based CustomerWeb.
ECRS' highly skilled and friendly technical support staff supplements its world-class phone support with real-time remote access to your system. Using state-of-the art dial-in technology, ECRS' support staff can take a closer look at your system and help bring your issue to resolution quickly and efficiently.
When you contact ECRS Technical Support with an issue, we will ask you to participate in some limited phone-based troubleshooting to identify the root cause of the issue. ECRS' focus on remote troubleshooting can help minimize overall system downtime by resolving issues as quickly as possible.
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