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ACR Software have a team of locally based (Sydney, Australia), trained professionals who directly answer the phones on our Support Desk during the week, and who also provide weekend and out-of-hours emergency support 24/7, on an as-required basis.
We call it Response Support - our customers talking direct to real experts, in real-time on 02 4725 2020
Our objectives are to provide a customer experience with every support instance, and to have the recognized Best Support Service in the industry.
As part of this process ACR Software have an automated system that pro-actively surveys every person who has had contact with the Support Desk in the preceding quarter, which then provides us with an ongoing live barometer of our success level in achieving our goals
When a new business "goes live" with our ERP system, as part of the implementation journey their staff will undergo training within the system to get up and running. That is provided by our in-house expert training support team.
Over time as that business grows or expands, it's inevitable that they will either turnover staff or find themselves needing to make use of new parts of the system that they did not originally need at first.
This often causes a real and immediate problem for businesses, they have a great system working for them but find themselves without a trained team to use it.
Our Training Support team is avilable to be booked for structured and tailored Training sessions, either 1-on-1 or as a group. These sessions can be booked as TeamViewer remote sessions over 1 to 2 hours, or organsied as in-house training as necessary.
The end result - whatever knowledge gap you may encounter, it will soon be gone!
As quick as a team of software developers can write code and deploy new updates, their colleagues in the support department are not just updating the system documentation, but also writing release notes, how to articles and implementation guides - all of which are published to our online learning portal.
We've been running the portal for over a decade now and it's literally stacked with thousands of articles and byte sized reads, all easily searchable and available to ACR customers.
We're continually developing our products and adding new features. Generally speaking that comes about form a combination of internal Research and Devlopment, along with customer requests they align with our Product Roadmap.
Should a new business critical circumstance arise for an ACR customer that they need a solution for, then our team of analysts and developers are here to help.
By listening to customer requirements and considering how the request could be implemented in the system, our team can organise a prioritised custom development project to be scheduled, developed and deployed - often at great speed.
In an era where the computer system controls and does so much, a grave fear of everyone who has an in-house server is - what will happen to my business if the server hardware breaks down?
ACR's data backup strategy by default includes an off-site storage of all data in a secure environment in the cloud, and this data repository has been leveraged to provide the ultimate in redundanttrading protection.
In the rare event where the server hardware goes down, ACR's Tech team will immediately diagnose the fault, then in consultation with you, make the call where warranted to switch trading overto the cloud system.
At that point you can continue to trade in the cloud while your server hardware is being repaired, then ACR will back-load your current data from the cloud system down to your inhouse server overnight, and the next morning you'll be back to trading as normal.
ACR's Redundant Cloud Trading system provides the peace of mind of a guaranteed continuity of service to your business - no need to engage a third party!
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