User Assistance: Ensuring Total Customer Satisfaction

At PCSS, providing quality, timely customer care is essential. Whether it is supporting customers over a toll-free help line, using our state-of-the-art web-based Incident Tracking System, providing quality documentation, or interacting with customers at conferences or through webcasts, our specially trained support specialists are ready to assist in any way possible. We offers outstanding customer support in several different areas, including:

• On-line Incident Tracking - Available from the Web, the PCSS incident tracking system allows customers to enter issues along with notes and screen images, monitor the progress of our support representatives, and view incident resolutions. This means of support allows our customers 24 hour access to notify PCSS of an issue. Learn the status of any problem instantly, view problem resolutions, and download documents and other files through this highly advanced tracking system.
• Toll-Free Help Desk - Our friendly client care center professionals are product experts who are specially trained to handle your software related inquiries. Most calls are answered quickly, with operation critical calls given immediate, priority attention.
• Primary and Secondary Support Representatives - Each court is assigned specific customer care specialists. These individuals get to know you, your site, and your issues, and are able to provide personal service above and beyond that delivered by most software vendors.
• Remote Desktop Support - Using software specially designed to see your desktop first-hand, our support specialists can log directly into your computer and in many cases, immediately resolve any issues you are experiencing.
• Software Upgrades - Distribution of updates and revisions on a regular basis, with revisions and minor updates provided when needed.
• Documentation - Customers receive on-line help with the software, plus training materials and user guides. In addition, customers can download instructions for specific procedures from the Client Area on our website.
• Annual User Conference - Each year, all PCSS court software users are entitled to attend a conference. This annual meeting includes training sessions for new software, demonstrations of current developments, and presentations by experienced users.