Outstanding Service and Support – MAC’s notes

Customer Experience

In the end, your success is the conduit to our success. The SMP Team believes successful client relationships are based on superior customer experiences.  When you choose to work with our team, you will find more than a contractual, transactional relationship. It begins with the implementation and on-boarding process, managed by your assigned account manager, to ensure we understand your business and the way you want to manage your information.  It extends beyond the startup phase and is what you should expect at every level of interaction you have with The SMP Team.  Want to see us make changes to our platform to help better meet the needs of your team?  We welcome feedback and workflow suggestions to make SMP work smarter AND harder for you.  Need us to help you troubleshoot an issue, or offer best practices on how to tackle a challenging process or situation?  That’s what we’re here for – we see ourselves not only as your “software vendor” but also your business partner.

Whether you’re an executive, company administrator, IT support staff or a salesperson in need of a little guidance, you’ll have someone you can reach out to via phone or email.  And you have our commitment that we’ll treat every member of your team with the same level of professionalism and respect as we do with our own internal team.

Service and Support

There’s no running clock, no line item for pre-purchased service hours or support credits. All user support here at SMP is included in your contract price.  So if you need something, ask.  You’ll hear us say it often, and we mean it.

A single point of contact is one of the cornerstones of our customer relationship – we want to know and understand your business, and there’s no better way to do that than to ensure continuity of account service.  Your company will have a dedicated Account Manager who will oversee every aspect of your team’s use of SMP – beginning from day one of your implementation, continuing through your on-boarding process, and including all your ongoing support needs.  There are no call centers or online forms to complete here if you need support. Simply pick up the phone or send an email directly to your Account Manager.  But it doesn’t stop there.  Facing a business challenge, or unsure how to best utilize SMP tools to help your company be successful?  Our staff members have deep industry knowledge and can provide guidance on how best to meet your needs and exceed your goals within the framework of SMP.

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