SSM Support

Dear Esteemed Customer,

Greetings from Self Storage Manager.

It has now been nearly 2 years since E-SoftSys rolled out its “Customer Help Desk”. The latter has helped us streamline our support process and provide effective customer service. We have also enhanced the Help Desk with periodic updates to provide more options and features.

E-SoftSys Help Desk offers the below key features/abilities.

• Online access to Technical Support 24/7
• Ability to set priorities while submitting the tickets
• Ability to check & keep track of tickets submitted
• Ability to close the ticket upon successful resolution
• Ability to re-open the ticket in case if the issue resurfaces.
• Ability to view closed tickets for future reference
• Access to E-SoftSys Knowledge Base which will help Managers resolve most of the common issues. This saves a lot of time
• Ability to initiate LIVE chat with SSM Support (Integrated Chat support system)
• Access to our News / Blog section where important updates are provided about our products

In order to streamline the Support process, provide top notch customer support, and to ensure that all customer support requests are tracked and attended to promptly, we will be effecting a few changes to the Customer Support process which will be implemented effective Oct 8. We would like to inform you on the changes in advance, and the new processes that will be in place concerning Customer Support.

• All customer support requests need to be logged into the Help Desk, which in turn will alert our Support team as well as send an acknowledgement to you along with the Ticket #. If you need any help logging into our Help Desk, you may write to our support manager Paul : paul@selfstoragemanager.com
• You can also log a ticket by sending an email to support@e-softsys.com as long as your email address is associated with a Help Desk login
• In case of any escalations, or if the tickets are not addressed to your satisfaction, or in a timely manner, please send an email along with the Ticket # to ssmhelp@selfstoragemanager.com. Though this email is not monitored 24X7, it will alert the Support Manager who in turn will escalate it to the concerned teams. The concerned Team Managers will follow up on the ticket until closure. Please note that without the Ticket #, the emails may not get escalated in a timely manner and may result in delays.
• Email accounts support@selfstoragemanager.com & essmsupport@e-softsys.com will be discontinued w.e.f. 8^th Oct 2013
• All resolved tickets will be closed automatically after a week’s time if there is no confirmation received to close the ticket

We believe that the above process improvements will lead to efficient tracking and faster resolutions of customer support requests, and enhanced customer satisfaction. We thank you for your support, and look forward to delivering a better experience with our Customer Support.