For any customer, support is a vital and key component of satisfaction. At Metalogix, we understand that our customers need to know that there is a talented and prepared support staff ready to answer any questions and solve any issues that may arise. That is why improving customer support was a top priority in 2011 and will continue to be a top priority throughout 2012.

Metalogix currently offers standard (normal business hours) and premium (24x7x365) support contracts and the global support can be contacted via our Customer Web Portal.

Over the last six months in 2011, Metalogix took several key steps to improve support even further as part of our ongoing effort to provide customers with the quality support they deserve and desire. As we move forward in 2012, Metalogix will continue to expand our support. However, we want to highlight the important initiatives that are already in place and make you aware of how the Metalogix support staff is ready to assist you at a moment’s notice.

#1 – Hired Anthony Dabuenmarkl as Director of Worldwide Support

Anthony joined Metalogix in 2011 and has led all of the support initiatives undertaken by Metalogix over the past few months. His leadership and expertise has helped Metalogix provide a better overall support experience for customers.

#2 – Created a Complete and Full Service Level Agreement

In the second half of 2011, Metalogix introduced a new service level agreement to better educate our customers on the support they are receiving and what steps they need to take in the case an issue comes up. The agreement includes a formalized escalation process so customers are fully aware of how to handle issues based on their severity to make sure they receive the level of support needed to address problems in a quick and efficient manner.

#3 – Created a Customer Support Feedback Portal

We need to hear from customers about their needs. That’s why Metalogix created a new Customer Support Feedback Portal that allows customers to rate the support they received and explain how their needs were met. This gives the Metalogix Support Team the crucial information needed to make any adjustments to support response and ensure that we are always taking the correct steps to address all issues. Customers can always leave feedback here: Customer Support Feedback

What Our Customers Say:  “The entire Metalogix staff has been extremely helpful in resolving any issues we've encountered with the web to SharePoint migration tool. Probably the best IT customer service team we've worked with in a long time!” – Teresa V.

#4 – Increased the Number of Support Staff

A key aspect in improving support has been the addition of several new Support Team members. As Metalogix continues to exponentially grow as a company, we need to be prepared to constantly meet the needs of that growing customer base. By adding more staff, we are better positioned to address issues even faster and cut down on the response time, which we understand can be business-critical to a customer.

#5 – Moved Dispatcher Insider of Metalogix

Metalogix will discontinue the usage of outside answering firm as we now have dispatchers within our offices. This is another crucial step to cutting down on responses and ensuring that customers are immediately directed to the support team member they need to be connected with. We expect this to have a dramatic impact on customers and we are hopeful you notice the improvement the next time you contact customer support.

#6 – Created a RSS Feed for Support

Another way that Metalogix has improved our communication with customers is through our new RSS feed created specifically for support. You can sign up for the RSS feed by clicking here. The feed is specially designed to keep customers up to date on release notes, support updates and hotfix alerts. The feed will be regularly updated with crucial information, making sure customers are constantly aware of important information that will help them get the most of our Metalogix solutions.

#7 – Improved Training for the Metalogix Support Team

We are aware that improving support requires continuously improving our support team. Starting in 2011, we have focused on providing our support team with improvements in process, training and certifications in an effort to ensure they are fully prepared for any possible situation that could arise. We pride ourselves on being prepared for our customers’ needs.

To learn more, please visit The Metalogix Support Page.