Company

Overview
Client Services

Support

Few vendors take the time to truly assess and evaluate how clients conduct their day-to-day operations and consider how they might want to do business in the future; Springbrook Software does.

The Business Process Study, BPS, performs the following functions:

Strategic analysis of business process rules
Gap analysis
Best practices review and evaluations
Reporting and form review
Critical analysis and functional redesign of existing business processes to achieve improvements in performance and accuracy of data
Process flow and approval step analysis

This detailed analysis allows us to arrive at a mutually agreed upon implementation plan that provides clients with integrated business solutions benefiting the entire organization.

Industry Leading Usability

Springbrook understands that usability represents the real value in a software suite. Our commitment to usability begins with a comprehensive implementations program. Trainers, programmers, and business consultants will work closely with your team to ensure a timely, thorough transition to the Springbrook system. Our goal is to create effective and efficient Springbrook users. That is why we believe that Training and Support must be the cornerstone of a successful implementation.

Certified Project Managers

Springbrook Project Managers are all PMI Certified and will assist your team through the complete implementation process.

Our customizable training program, which includes on-site, remote, and classroom elements, offers tremendous flexibility when planning your training schedule.

Commitment to Support

Because Springbrook knows strong client satisfaction is born from excellent client service, the company continually strives to provide its clients with the best training and support possible. Springbrook believes by offering live, person-to-person support and training, clients are able to use each application as efficiently as possible, as quickly as possible.

Springbrook maintains a dedicated Client Services department. The comprehensive support program ensures that day-to-day issues are resolved in an efficient manner and that clients are kept informed at all times regarding the status and progress of their work orders. Customer support is available to clients Monday – Thursday from 5:00am to 6:00pm PST and Fridays from 5:00am to 5:00pm PST.

Springbrook is very proud of having an average response time of less than 30 minutes and less than 15 minutes for urgent matters.

"I really cannot say enough great things about the support team. Regardless of whom I (or my staff) have called, the support folks have been quick to respond. The support staff is knowledgeable of the product and its usage by clients. The support team gets back to us quickly with the answers or work-order status. They have been great in understanding when there's really a problem that inhibits the production system from functioning as it should and getting a work order escalated. Oh did I forget to add the great follow-through and follow-up with the client.

That level of service has been invaluable to our

success in being part of the first adopters of the

version 7.07 and soon 7.08".

Rhetta Hogan,

Finance Director, City of Yreka, CA

Web Based Support

Springbrook has created a powerful web-based, client-only service center that enables users to obtain the support and training they need, when they need it. The web-based option is available directly from the main Springbrook menu. In addition to the web-based support option, Springbrook offers a toll free telephone number, a fax number and an email address, that are solely dedicated to support inquiries. Whether clients choose to use telephone, Internet or fax, the request for assistance comes directly to Springbrook's Portland headquarters where it is immediately logged into the call queue, where every request for support is permanently tracked.

Qualified Support Personnel

All Springbrook support personnel have accounting degrees or educational backgrounds in finance and accounting. Many of our team members are even former Springbrook users. This wealth of knowledge means more answers in less time.

90% of our support calls are resolved
during the initial conversation.

Our commitment to customer service doesn't stop when your questions are answered. Springbrook Support team members work closely with programming and quality assurance to ensure that our customers' concerns have a place at the table during the development and testing process.