Smartmuni provides proactive, customer-centric support to ensure that customers receive the maximum return on their Smartmuni investment. Staffed with highly trained experts, Smartmuni Support and Customer Care organizations are available around the clock and around the world.
Support and Customer Care
The Smartmuni Support organization is designed to respond to customers who need help with the Smartmuni service. Customers open a Product Support Case in the Smartmuni Customer Center, an online case-management system. Smartmuni experts then collaborate with the customer to resolve the issue.
When a customer has issues that are not related to the Smartmuni service, the Smartmuni Customer Care organization responds to questions or inquiries. Customers open a Customer Care Request in the Smartmuni Customer Center when they need assistance. The Smartmuni Customer Center is available 24 hours a day, 365 days a year.
How It Works
New Product Support cases require a description of the problem and the customer’s assessment of impact, along with the affected system environments. Customer Care requests require a description of the request or question and the area to which the request applies. A case or request is assigned to the appropriate Support or Customer Care analyst for response and resolution. Customers receive a unique case number and a confirmation email for each case or request that they open.
The case workflow provides customers with status updates. As a case or request moves through the process, the Support analyst or Customer Care analyst and the customer’s designated support contact communicate through the Customer Center. They document the problem and its resolution. When a resolution is reached, the customer acknowledges receiving it by commenting in the case workflow and the case is closed.
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