Blog – The Architect’s Log

We’ve Changed, Updated, and Enhanced our Support Process. Clap. Clap. Clap. It’s about time.

An investment in totally awesome Customer Relationship Management (CRM) software allows us to track customer account details. What does this mean for you? The online support form and system quickens our response time. Trying to catch us on the phone in our virtual on line communications environment – is like trying to catch a falling star. You need a lot of patience. Automated information moves at the speed of light and allows us to move with it.

Why use Netdrafter Online Support?

• Get quick access to answers.
• Learn as you go and be more independent.
• Helps us be organized and provide even better support to you.

This is what you get:

1. Online Ticketing System
2. Online Support Blog and FAQ
3. Project specific documentation (included with Design, Redesign, and Programming projects.)
4. Product specific documentation (included with software implementations, ex: Content Management Systems, Blogs, etc.)

Let’s Illustrate the Efficiency of Netdrafter Support Solutions

If you have a problem and you email us instead of using the support form – we have to cut and paste the info into our CRM system and then manually – (argghh) assign staff to solve the problem. That zaps up valuable time and energy. (And we need those resources to be there for you.) So please take a moment and automate your inquiry by using the support forms so that we can analyze its urgency and respond appropriately. Believe it or not the software snags the information, sorts it, and assigns it. The grand finale – the software stores and tracks your support and account history. Now that’s progress we can all rely on.

For The Detailed Mind – We Chose Salesforce.com as our CRM solution.

We’re not a point and click solution shopper, nor do we jump at the hottest, latest and greatest solution of the moment. We invest our time and skill in product research and testing on all of our product solutions. Here are our reasons for going with Salesforce.com.

• This tool is one of the “big boys” for online CRM. Guess who else uses it? Motorola, U.S. Department of the Treasury, Time Warner, Kaiser Permanente, and Symantec. It’s expensive but it does the job.
• The software is completely administered and utilized online. We can access it anywhere – anytime.
• We registered as a development partner with Salesforce and this relationship allows us to write custom add-on software. We’re big on custom coding and integration with our existing systems (i.e. online support and contact forms).
• The software is well written which is a major, big deal and we can customize it.
• Great support. The company stands behind its product and we get excellent turnaround support time. Excellent.
• And finally, at Netdrafter we have our eye on the future. This tool will help us get there and we will take you with us.

We’re Not a 24 Hour Operator, but we do operate Monday – Friday, 8:00 a.m. to 5:00 p.m. EST – excluding federal government holidays. Normal turnaround time can be 24 hours for complete problem resolution – but as we all know some problems take longer to fix and get to than others. So – let’s work together and stay focused on the final objective – resolution. We’re here for you, we just need to have the opportunity to provide the best possible solution – and sometimes that takes time.

For detailed Support Information, as well as our Online Ticketing form, visit: www.netdrafter.com/support

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