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