Customer Support

Complex systems can encounter a variety of unexpected issues. The situations may require additional help to understand Best Practices, implementation options or resolve unexpected error conditions. It is important to be able to resolve issues quickly and effectively in order to meet ever-demanding deadlines. Drawing on their knowledge-base of Best Practices, EXTOL Customer Services is dedicated to saving you time by providing answers to your issues, correctly the first time.

 

Renowned for award-winning, world-class customer service, the EXTOL Customer Services organization works with EXTOL customers to remove technical and conceptual obstacles to their project and production goals, from topics such as:


  • Installation
  • Collaboration Configuration
  • Communications
  • Data Mapping
  • Process Modeling
  • Trading Partner Setup and Configuration

80% of all calls are resolved within the first hour, including:

  • How-To questions
  • Diagnosing Configuration and Operational Issues
  • Explaining Key Concepts and Best Practices
  • Facilitating Problem Resolution
  • Developing Work-arounds

 

 Our Customer Support Specialists are:

  • Motivated, highly-qualified problem-solvers
  • Trained to understand and diagnose complex software problems and work closely with customers through the process
  • Supported by state-of-the art facilities for researching, testing, and tracking problems and their resolutions
  • In direct communication with the EXTOL Development group, so even complex issues can be rapidly solved.

     

Don’t take our word for it…

 “The Support group is incredibly helpful. They always have the answer
to my questions – and even take it one step further and make
recommendations on how I can handle processes differently – better.”
DOT Foods, Sean Ketcham

 “I must commend the EBI technical support group.
Never in my professional life have I met and experienced
a more dedicated, interested and supportive effort on
the part of a software vendor as I have experienced with EXTOL.”
Randa Luggage, Gino Giombetti


“I’m so glad I found EXTOL. It makes life a lot easier.”
Citizen Watch, Amapola Yeung

 

 
 

Testimonials


"I must commend the EBI technical support group. Never in my professional life have I met and experienced a more dedicated, interested and supportive effort on the part of a software vendor as I have experienced with EXTOL."

Gino Giombetti
Randa Luggage