TSG’s "follow the sun" customer support model has led us to strategically place a group of worldwide support centers so there is always a center open during "business hours" anywhere on the globe. Through an automatic issue logging and data routing system, customers are serviced by available technicians 24x7x365
A majority of TSG’s products come with ‘Alert Manager’ software that monitors various aspects of our software, and acts as an alert warning system to minimize downtime. If our ‘Alert Manager’ detects a problem which may grow over time, it will be communicated to our support team and we will dial in to fix the problem before it grows into a major downtime.
Our service oriented teams work together to focus on delivering a unified customer service experience where possible. TSG prides itself on providing the best level of issue resolution in the industry. Our on-line customer relationship management product, Vision CRM, dramatically improves our support workflow model. Vision CRM provides numerous advantages, with significant gains including:
A majority of TSG’s products come with ‘Alert Manager’ software that monitors various aspects of our software, and acts as an alert warning system to minimize downtime. If our ‘Alert Manager’ detects a problem which may grow over time, it will be communicated to our support team and we will dial in to fix the problem before it grows into a major downtime.
Our service oriented teams work together to focus on delivering a unified customer service experience where possible. TSG prides itself on providing the best level of issue resolution in the industry. Our on-line customer relationship management product, Vision CRM, dramatically improves our support workflow model. Vision CRM provides numerous advantages, with significant gains including:
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Customer Support
What Next
- Centralized Electronic Dashboard for support issues and analysis of support issues
- Improved support turnaround time
- On-line ticket management
- Determine which tickets are waiting on you, or your staff's, feedback
- Real time status updates via e-mail notifications
- HIPAA compliance - (As no PHI details are transmitted beyond TSG's secured environment - All ticket correspondence is contained within Vision CRM)
- On-line ticket status review
- Communicate on a ticket
- Close tickets
TSG prides itself on providing the best level of customer support in the industry. To ensure that this continues, the Customer Support & Implementation team monitors all issues reported by sites and logged in Vision CRM tracking/ticketing system. This process has been refined through experience to maintain this high level of customer satisfaction. If, at any time, you are uncomfortable with the process or feel that your issues are not satisfactorily dealt with, please notify us at aa-support@shamsgroup.com or call 469-586-3317 and ask to speak to Customer Support Management Team.
Customer Quotes
"I just love you guys. You are all so responsive. Any time I have a problem, I just pick up the phone and call…and you'll are always there."
System Administrator, Two Hospital-Based Not-For-Profit Health System
"I want to echo my thanks and tell you how much it means to me to be able to turn over an upgrade such as you guys did, knowing that whatever the problems encountered our partners would be there to help. Yes there were problems - we all knew there would be, but their customer support team handled them very well. Thanks again - keep up the good work."
Director of IS, 452-Bed Non-Profit Medical Center
"It is not often enough that I take the time to thank you for the work you do. I was reminded this week during the SQL 7.0 upgrade how lucky I am to have the opportunity to work with The Shams Group. Everyone involved in the upgrade handled themselves very professionally. Anytime there was a problem you were quick to respond with a solution and provide me with an explanation. I was very pleased with the entire upgrade process. It was obvious you had gone to great lengths to make sure it went as smoothly as possible. You guys are great! I know there were several others involved, please let them know how much I appreciate their hard work during the upgrade."
Database Administrator (DBA), 452-Bed Non-Profit Medical Center
System Administrator, Two Hospital-Based Not-For-Profit Health System
"I want to echo my thanks and tell you how much it means to me to be able to turn over an upgrade such as you guys did, knowing that whatever the problems encountered our partners would be there to help. Yes there were problems - we all knew there would be, but their customer support team handled them very well. Thanks again - keep up the good work."
Director of IS, 452-Bed Non-Profit Medical Center
"It is not often enough that I take the time to thank you for the work you do. I was reminded this week during the SQL 7.0 upgrade how lucky I am to have the opportunity to work with The Shams Group. Everyone involved in the upgrade handled themselves very professionally. Anytime there was a problem you were quick to respond with a solution and provide me with an explanation. I was very pleased with the entire upgrade process. It was obvious you had gone to great lengths to make sure it went as smoothly as possible. You guys are great! I know there were several others involved, please let them know how much I appreciate their hard work during the upgrade."
Database Administrator (DBA), 452-Bed Non-Profit Medical Center