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Article

Eight things you should expect from a solid support operation

There are many different factors to consider when choosing a new student information system. Vendor support should be at the top of the list.

Solid support leads to success

There are many different factors to consider when choosing a new student information system. One area to should always be top of mind is the quality of the vendor’s support team.

This partnership is one of the main keys to success following implementation. In order to be successful, you need a support team that is readily accessible to quickly assist. The following eight things are what you should expect from a solid support operation.

Meet the Infinite Campus Support Team

  • 1. Phone Support

    Calls should be answered in minutes by a real person – not interactive voice response (IVR).

  • 2. Online Resources

    Districts should receive access to a wide variety of training materials, product documentation, videos, simulations, and digital forums.

  • 3. 1:1 Contact

    You should always have a personal contact (ideally, a state-specific one) within the company whom you can reach out to anytime with questions.

  • 4. Surveys

    Following each support case, districts should have the opportunity to provide feedback and share their experience from the process.

  • 5. Experts by Module

    To receive speedy and efficient support, your vendor will have experts trained by module, allowing your case to be directed to the right person quickly.

  • 6. Experienced Professionals

    A vendor shouldn’t minimize support by classifying it as entry-level call center work or worse, offshoring this critical function.

  • 7. Closing Cases

    Control of when a case closes should belong to the district, as they need to feel satisfied that issues are resolved, not the vendor.

  • 8. Communication

    The support team will always keep the district in the loop when it comes to the status of the case, guaranteeing everyone is on the same page with no unexpected surprises.

At Infinite Campus, our focus stays directly on the customer throughout the whole partnership, ensuring your needs are met and all questions answered.

See how our Support Team can assist you

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