A client had placed a technical support request claiming production problems, loss of sales, having unfulfilled back orders, and more. From the client’s perspective, it was due to difficulty with the point-of-sale (P.O.S.) module.
The support team immersed themselves in the problem replicating the client’s environment in-house in an attempt to simulate the issue, determine the cause, and resolve it the client’s satisfaction.
They discovered the client’s server was set to sleep after 30 minutes of inactivity disconnecting the point-of-sale-client. Redefining the server power options solved the problem. The server hardware power settings had caused the P.O.S. software service interruption.
The point-of-sale application is now executing flawlessly enabling our customer to become more profitable and provide improved service to their clients.
The Technical Support team’s resolve to find the “needle-in-a-haystack” problem resulted in an exceedingly satisfied client.
The AdvancePro Customer Care Plan (ACCP) was invaluable to the client. The return on their ACCP investment was that they were back in business … effectively priceless.
Gaining a better understanding of how our customer’s operate their businesses and the impact technology has on them, has created a strong commitment and sense of urgency by both our Solutions Specialists and Technical Support teams to work more closely with clients to provide quality and timely resolution to their issues … no matter what it takes.
The AdvancePro Team 1-800-970-9071