Client Support

Once a client is live on the system, our first line of support is the DealMaker Hot-Line Support Desk, available during normal business hours 8:00am to 6:00pm EST in general, and from 8:00am to 8:00pm EST during heavy selling seasons.  Custom support programs and hours are available and tailored to each client's needs.  The Hot Line Support Desk will be your primary contact for ongoing questions concerning the use of the software and reporting of any problems that you may encounter.

However, INVISION's commitment to our clients goes far beyond superior hotline support. Our goal in total customer support is to:

  • Understand our clients and their business needs

  • Provide support unique to each client's requirements

  • Provide enhancements that meet our clients' needs on time and on budget

  • Quickly respond to user questions

  • Alert all clients to new features and functionality that are released with each new version of DealMaker

  • Identify and resolve potential technical environment issues with your IT staff

Understand our clients and their business needs

  • Client Partners are assigned to each client from the implementation planning stage so they fully understand the clients work process
  • Client Partner's work together with customer support to provide the following services:
    • Consult with management on effective use of DealMaker
    • Manage installations
    • Train users
    • Identify and steward enhancement needs
    • Build account plans
    • Respond effectively to day to day user questions
    • Maintain User Documentation and Release Notes
    • Hold regular support meetings with clients

Provide support unique to each client’s requirements

  • Extend support hours
  • Provide Return on Investment Evaluations
  • Conduct Operational Surveys (for more effective use of DealMaker)
  • Conduct Technical Surveys (SWAT Analysis)
  • Provide Database Monitoring Service
  • Provide ASP Service
  • Hold annual reviews with you and your IT department to identify needs
  • Further tailor support as clients needs change

Offer Effective Support Tools

        ICE (Invision Client Extranet)
Provides access to:
      • Online help
      • Self service issue tracking
      • Online documentation
      • FAQs
      • Best Practices
      • Helpful Tips