How to Get Faster Case Resolution (because The Amazing Kreskin Doesn’t Work at EASi!)

With our 500th customer milestone fast approaching, EASi continues to strive for more efficient ways to serve the companies that rely on our software. Resolving cases as quickly as possible is our priority. So, we want to take this opportunity to let you know exactly what we need so that we can respond more quickly when you need us.

We can resolve cases much faster when problems are reported with the right information. The less we need to interpret, the faster the fix. In fact, our analysis shows that we spend between 1/3 and 1/2 of the case resolution time trying to clarify the question and get the relevant facts.

Thanks for doing your part to help us help you faster as we grow. Hiring The Amazing Kreskin is not an option, so we, and your fellow EASi customers, thank you for taking the mystery out of trouble reports.

Steve Madeira and the EASi Customer Support Team

Secrets to Faster Case Resolution (*Adapted from actual customer calls)

1) Take the mystery out of The Mystery Call*

“Hi, this is John Thompson and I would appreciate it if somebody could call me back because I have a question about our EASi system. My number is 805-353-1234.”

Help us know who should call back by describing the nature of the problem in full. Better yet, log in to our online case management system and open a case. That’s a faster and better way to ensure the right EASi expert responds.

2) Put the missing pieces back into The Piecemeal Problem*

“Hi, this is Jane Smith from Pizza by the Piece at 426-597-4321. I just ran the Options Outstanding Report and Grant #234 is not showing on that report and I can’t figure out why. Can somebody call me?”

The missing piece here is the date range and the filters used. If we have that information, we have everything we need to investigate. Better than a phone call, open a case and send a screen shot or PDF of the print version of the report to provide all the relevant pieces of information. Downloaded reports don’t have the report title so it takes extra time – or worse, phone or email tag -- to figure out which report you are referencing.

3) Put the right in The Wrong Number*

“Hi, this is Jason Richards and I just ran a report and the number I got is wrong. Please have someone call me back at 805-353-1234.”

This is where our Kreskin limitations are most noticeable. Tell us what number you were expecting and why. Send a print screen or PDF of the print version of the report or tell us what report you ran, what filters you used, the date range and anything else that’s relevant to our understanding of your data.

Here are two other common situations that can be resolved more quickly by providing the information we need.

Screen Problem – Unexpected error

Our system flags us when a client gets an error message so within minutes we’ll have technical details about the error. Contact us and tell us what screen you were trying to get to and what you clicked successfully just prior to getting the error message. That information, combined with our error report, gives us what we need to troubleshoot.

Upload Problem

Send us the file you were attempting to upload. By opening a case on the site, you have a secure way to attach the file.

Reporting Problems – Three Ways to Reach Us

Online case management – From within the application, go to Customer Support Cases under the Help Menu so you can:

• Create a case
• Modify a case
• Add attachments
• Monitor case progress

Reporting a case immediately flags us by email to find the right resource to resolve the problem. Like tracking a UPS package, this tool also lets you monitor the status of your case including the expected resolution date. You’ll get a message as soon as your case is assigned to confirm that resolution work is underway.

Email
Send an email to support@easiadmin.com .

Call
If you prefer to call, please dial 925 730-4301 or 800/921-3274 which will most always be answered Monday through Friday, 6 a.m. to 6 p.m. (Pacific Time).