Support Information

Innowera Support Customer Satisfaction Ratings

The Innowera team is very excited to announce the results of a recent Microsoft partner network customer satisfaction survey that was collected by a third party.

These evaluations provide feedback from our customers regarding their satisfaction with us and the performance related to our services and solutions.

We at Innowera take huge pride in the first class customer support we provide and we do everything we can to ensure that our service quality exceeds industry standard so we are delighted to hear back from our customers and we would like to say thank you for the amazing reviews.

Click here for more information about our customer’s feedback.

Key Performance Indicators*	Innowera Surveys	Benchmarks
Key Performance Indicators*	Results	All Partners	Your Country
Recommend	100%	91%	92%
Satisfaction	100%	96%	96%
Quality of Products	90%	69%	78%
Value Received	90%	63%	74%
Ability to Meet Your Needs	80%	70%	78%
Technical Competency of Staff	100%	78%	88%

* Minimum of 6 responses required to report partner data and minimum of 50 responses from 5 or more partners needed to show benchmark data

*Reviews were collected by a third party company handling the Microsoft Partner Network as of 12/5/2014

Why Innowera customers are praising our support:

Around the Clock Customer Support Service

Innowera provides support from our headquarters in Dallas, TX as well as our global center in India which means our customers get an around clock service.

Our customer support tickets are handled by our solutions engineers who know our products inside out and SAP experts therefore helping our clients resolve their issues quickly and accurately.

Fast response time means minimal down time for our customers. We also use centralized sophisticated ticketing system for tracking, analysis and reporting all the customer requests. Escalation and internal workflow is implemented in our ticket system to ensure that nothing is missed out and we can find the trend and improve.

We use a variety of communication methods (Emails, Web meetings, Live chat, Phone, etc.) to make sure our team is easily accessible or to accommodate the need of our clients. We also included Live Help screen sharing utility (based on TeamViewer Enterprise license). With your permission, our support engineer can immediately connect to the session without needing to install anything else for web meeting.

Innowera customer from around the world write to us in their native language, making it easier for them to explain the issue correctly. While we understand many languages, we use google and other translation tools to ensure we understand and reply accurately first time.

We maintain searchable help pages and detailed “How To…” section for commonly requested tasks. Our software usually shows correct help page link if customer wants instant help or cannot wait for Innowera support engineer to reply back.