Unitime Systems Time and Attendance - Services
Customer Support Services



Having access to professional customer support services is a key component to making your automated timekeeping system work. It is important to be sure that the company you trust to assist your staff in the daily operations of your timekeeping system is fully staffed and qualified to provide efficient and timely support services. Unitime Systems' customer support professionals have the training and experience necessary to keep your UNITIME Automated Timekeeping System running smoothly. Unitime customer support professionals receive continual training on both new and old products, features, and problems. Unitime Systems ensures that an adequate number of customer support professionals are always on duty and guarantees high quality support for every customer, large or small.

Why Is Centralized Support Important?
Most large vendors of automated timekeeping systems offer customer support services through a network of local representatives trained at the central headquarters. These support technicians are often the same individuals who perform sales and implementation functions for the company at the local level. Customer support calls made to these companies often result in one or more days of waiting for a designated technician who may be busy performing other duties for the company.

When a technician from a large time and attendance provider finally travels to a customer's site to troubleshoot a problem, the customer is usually required to pay for his or her time and expenses. Even worse, if the local technician can't correct the problem the customer is required to wait until a technician can be brought in from the central headquarters. And if the problem is one that must be addressed by the development staff, those individuals are usually available only after all other avenues have been exhausted.

Unitime Systems' customers are supported by a centralized national customer support department consisting of qualified time and attendance support engineers and in-house developers. All of Unitime Systems' customer support professionals gain hands-on, real world experience through in-house training as well as on-site product implementations and training. These technicians use a centralized help desk system to track customers' problems and help identify common problems and areas in which users need more training. And best of all, Unitime's development staff is always available to the customer support engineers to immediately address critical, elevated issues without making customers wait.

How Is Customer Support Provided?
Unitime Systems' support engineers utilize remote access software to "dial in" to customers' workstations and directly diagnose problems. This method of supporting the UNITIME Automated Timekeeping System ensures that customers don't have to waste time describing problems or testing possible solutions over the phone. With Unitime customer support, one phone call is all it takes!

All issues and solutions raised during customers' calls are entered into a centralized knowledge base within Unitime's help desk system. As Unitime technicians enter error messages and key phrases, the help desk system returns possible solutions, minimizing the amount of time required for technicians to complete support calls. Should a problem arise that a Unitime support technician cannot solve, an escalation process ensures that more experienced technicians and or developers are immediately brought in to help solve the problem in a timely manner. Systematic follow-ups are performed on many support calls in order to ensure complete customer satisfaction.

Unitime Systems staggers the work schedules of support engineers to ensure that technical support services are always available to customers across the United States during standard business hours. Unitime Systems' support engineers have internal career growth opportunities and experience less job dissatisfaction, meaning that a friendly, experienced technician is always just a phone call away.
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