Service and Support

Service: both a practice and an attitude


At Crescendo, we consider our customers our partners. This is why we have gone to such great lengths to make our services and support so competitive.

IT Consulting


Consultancy and initial training are part of the Crescendo system installation process so that your staff can be up and running at the earliest convenience.

Before any Crescendo system is installed at your site, we fully document your current operations in order to anticipate all requirements.

Integration


Regardless of the number of systems you have at your site and their respective vendors, we are here to take care of the seamless integration between your existing infrastructure and your new Crescendo solution. Let our specialists liaise with your vendors and develop the relevant interfaces required to achieve a fully integrated work environment.

Training

Crescendo provides a variety of consulting and training services that reach far beyond the application software, spanning:

  • Network
  • Administration
  • Hardware

Most of the training occurs on-site with your equipment and application. We also work with your personnel to develop focused training programs.

Training courses are also given at the Crescendo training center, for support and services personnel.

Support


Experiencing issues with one of your Crescendo systems? No need to worry as we have all the relevant tools to solve your business critical problems in the most timely and efficient manner with 24/7 support. Our proficient staff will answer your questions expertly with each and every call you might make.

Direct & indirect support


Crescendo can support your site either directly or through its reseller channel. In both cases, you are provided with on-site service and support when required. In cases where clients support and service their own equipment, spare parts and replacement parts are available at no charge when covered by our Elite Agreement.

Remote diagnosis


Crescendo uses state-of-the-art, remote diagnostic tools to troubleshoot or install new software versions. Most calls are actually handled and solved remotely through this proven technology.

Customer Relationship Management


Our "Track" system keeps detailed records of client historical calls, escalation, etc. allowing easy follow-ups.

The performance of our call center is also measured on a regular basis together with the performance of our staff. This team of selected experts is evaluated as per specific targets on a regular basis.

Documentation

All key documentation is available from our Knowledge Base for download:

  • Technical Bulletins 
  • Product FAQs
  • Manuals
  • Installation Guides
  • Quick Start Guides

Focus Group

Once a year, Crescendo holds a special conference dedicated to Crescendo customers, the objective of which is threefold:

  • To share Crescendo strategic goals with our customers
  • To help us understand product experience and market pressures
  • To allow our customers to exchange and learn from other Crescendo service owners
Support
The Crescendo Hotline
  • 1-800-724-2930
Online Support
Did you know?
  • The majority of calls are handled and solved remotely
  • The performance of our call center is measured regularly
  • Our expert staff is evaluated upon customer satisfaction targets
  • Our call prioritization procedure is based on:
    . Age of call
    . Problem severity
  • Our internal problem escalation procedure is well established and provides proven results

Technical Training