Customer Support

The Made2Manage Customer Support team is committed to quickly and effectively addressing and resolving our customer’s support and technical questions regarding Made2Manage enterprise software. The Customer Support staff is available Monday through Friday from 8:00 AM to 8:00 PM to answer customer phone calls and follow up with cases received via the Web. Consona uses skills-based routing to ensure that specialized analysts are available to immediately address your question. For more complex issues, our analysts use the M2M ServiceNet tool to work directly with customers to diagnose problems and share applications remotely via the Web to resolve support issues. In addition, customers have complete access to the same case management and knowledgebase systems that are utilized by our support analysts.

Web-based Support

Made2Manage customers also can access instantaneous service and support via the M2M Expert customer portal. The M2M Expert site serves as our customer’s principal source for information on Made2Manage products and services, 24 hours a day, seven days a week. Made2Manage customers visit M2M Expert to resolve support issues, register for education classes, download software updates, review technical bulletins, communicate with other customers, learn more about our product and service offerings and so much more.

Consona is recognized as a leader in delivering Web-based support and services. The M2M Expert site has received the SSPA Webstar Award for outstanding Web-based support and has been named to the “Ten Best Web Support Sites” for two consecutive years by the Association of Support Professionals. Consona continues to enhance our Web-based service offerings and solicit customer feedback on how to make M2M Expert more useful.

Made2Manage “Supporting Statistics”

• 92 percent of Made2Manage customers renew their annual maintenance agreements.
• 70 percent of your online queries receive a response within one hour.
• 60 percent of your questions are resolved with one phone call.
• 50 percent of the issues reported to Made2Manage Support are submitted through the M2M Expert case management system.
• 100,000 searches a year are performed on the “Ask Expert” self-serve knowledgebase.

Benefits

• Save time and get answers fast with our automated skills-based routing system that directs your inquiry to our most qualified system subject experts.
• Work with support analysts that have experience in both manufacturing and software.
• Access case management tools to create, update, close and query support cases, 24 hours a day.
• Reference the online knowledgebase for quick self-help answers to your application questions.
• Attend virtual education courses.
• Work directly with a consultant using Made2Manage web consulting.
• Provide feedback on products and services and/or participate in beta testing for new applications.