The key to our excellent reputation for support for more than 25 years is our installation Project Managers.
During the first year of service, a newly hired programmer (a majority of which have 4 year college degrees) is involved in at least three new turnkey installations of the ABC system. During the first installation, as an observer. The second, as an active participant. This leads naturally to the third installation where the programmer is now the assigned Project Manager responsible for all aspects of the installation.
In between these installations, the new Project Manager/Programmer is an active programmer developing new reports, coding the customized download programs needed for each new client, manning the toll free support help line, and updating the legacy code base that is based on the same design introduced in 1989.
In the first 6 months after the installation, a new client is encouraged to call the toll free support line. They will have lots of questions. Cost accounting is complex and all the numbers must tie and be auditable.
When audit results don’t appear to tie, or when the computer displays an error message, the Project Manager remotely connects to the client’s computer to analyze and correct the problem or answer the question. If necessary, this remote support will extend to on-site support.
While CostFlex Systems guarantees 48 hour resolution of any operational problem, our Project Managers who are manning the support line routinely resolve problems and questions during the initial phone conversation.
Each time an update to an existing program is made, or a new feature is added to the code base, a new version is formatted, tested and approved by our Director of Quality Assurance, and copied to a FTP site accessible by all clients. This version updating process can happen every day and typically occurs multiple times each week.
To ensure that all clients are using the most current version, the software checks every time the CostFlex switch board is launched. If the client’s current version is more than six months old, the operator is warned and then forced to update to the latest version on the FTP site.