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DiMS! enhances customer service through DiMS! Helpdesk

Wednesday, November 03, 2010

Press release from the issuing company

Lichtenvoorde, the Netherlands – DiMS! organizing print, the world leader in MIS/ERP systems for the printing and packaging industries, has launched an enhanced Helpdesk environment in order to provide a 24/7 information and assistance resource that registers and manages all customer service requests. The DiMS! Helpdesk is ready-to-use for all customers as soon as they go live with DiMS! software. This worldwide after-sales support ensures that the DiMS! system performs to its full potential, minimizes the risk of downtime and raises the level of customer satisfaction.
Immediate response & customer-orientation
Customers can send an e-mail or call the Helpdesk directly to communicate their support requests. For production-threatening issues, there is a 24/7 emergency hotline. As Gerard Marneth, CEO of DiMS! organizing print, explains: "We believe in personal relationships with our customers. They must always be able to rely on their fully integrated, business-critical MIS-software. Investing in a high-quality Helpdesk with vast experience, broad expertise and short response times plays a central role in ensuring the highest levels of customer productivity and satisfaction."
Categories & monitoring options
The DiMS! Helpdesk functions as a single point of contact that manages all DiMS! software-related call requests with an issue tracking system. According to the urgency level, all incoming requests are instantly assigned into one of four categories - including production-threatening issues (I), matters that will be solved in a future release (II), general requests for assistance (III) and requests that need thorough analysis prior to solving (IV). Depending upon the nature of the call, the requests are followed up by in-house Software Engineers or DiMS! Consultants. Each month, the DiMS! Helpdesk functionality creates client-specific Helpdesk Overview Reports that provide users with monitoring options and transparency.
Easy integration & professional after-sales care
DiMS! MIS/ERP software is designed to automate complex business processes and optimize the workflow of printing and packaging companies across all market segments. With its flexible architecture, the system can be quickly and easily integrated with the printer's existing business processes and ensures that they get the most from their investment. With all software development and support carried out in-house by fully trained professionals, DiMS! ensures that its customers are provided with the most important business-critical workflow solutions. As Johan Kemp, Group Information Systems Analyst of Paarl Media Group, confirms: "DiMS! succeeds in delivering a high-quality support service, often under tight deadlines. All issues are logged immediately and responded to by technically proficient experts. We can rely on them to commit the time and resources to urgently solve a problem when required, to ensure that all our plants can depend on the stability of the MIS software."


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