There are many factors that need to be looked at when changing software systems, or even reviewing the market. One that is often overlooked is the level of support that you have access to from your chosen software provider. At Merlin, we have put a lot of thought into the support process and believe there are 4 main questions you should be asking when reviewing software providers.
How available are the Support team?
Merlin offers extended support hours to cater for different business operation hours. These additional hours were put in place to help businesses who operate outside of the standard 9-5 hours, meaning you can get the help when you need it.
Do you have access to a separate Customer Services team?
We created a dedicated Customer Services team whose sole role is to ensure our customers are always heard and to ensure that their Merlin experience is as pain-free as possible. By having a dedicated team, you no longer have to worry about the smaller things, the team will always be there to help whenever needed. On top of this, our customers can speak to a Duty Trainer or our Engineering & Development teams.
Will you have an Account Manager?
All Merlin customers will have a dedicated Account Manager who is always available to answer any queries you may have and be your first point of contact on any additions you wish to make. This could be from adding new licences because your business is growing, to seeing our latest developments and how they can help you.
What additional resources will you have access to?
By developing a free Online Resource Centre, only accessible via username and password access we have provided our customers with the tools they need to help themselves. Included in the Resource Centre are; webinar recordings, how to guides (both written and video), video demonstrations of the latest Merlin modules, access to our back catalogue of Release Notes, which provides you access to what you can receive in the free upgrades available to all Merlin Customers. We also have a section providing users with access to all the key Merlin news that they may have missed, from an announcement on events to new modules, to statutory changes such as the inclusion of Making Tax Digital.
With Merlin, you get everything you need for a seamless transition and stress-free continued use. All as standard!
If you are not happy with the level of support you are currently receiving get in touch with us and see how we can help you, and your business.
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