519 Easton Road, Riegelsville, PA 18077, USA
+1- 908-537-6520

Support Center

Eracent’s business model revolves around our customers, with a goal of achieving successful implementations – every time.

Eracent’s goal is to achieve a successful implementation of our products and services 100% of the time.

Our team works together to impress clients throughout the sales process, during initial implementations, and on an ongoing basis as our customers’ ITAM and SAM programs grow and mature. This team includes our own professional services consultants, our technical support engineers, our trusted consulting partners, product managers and subject matter experts, among others.

Eracent’s Customer Support department is a services-oriented group, dedicated to successful implementations and long-term use of the Eracent ITMC product suite. During the decision phase, the customer support team will meet and discuss the unique IT asset management needs of each prospective customer. A Deployment Plan is developed, based on discussions with the appropriate people within the prospective customer’s organization. The plan includes server configurations, required data interfaces, data feeds, specialized report formats, definition of user defined fields, and a deployment timeline for all Eracent solutions purchased. Training schedules and support requirements complete the blueprint to implement the full deployment.

The Eracent solution is deployed only after all parties are satisfied with the implementation plan and time-frames.

Beyond the Installation

Following the successful deployment of the Eracent solution, the same customer support team that worked on the installation continues to have responsibility for ongoing support. They use remote access directly into the enterprise network and on-site visits to provide services such as:

Serving as the point of contact with customers on technical issues, including status of resolutions
Interfacing with customer personnel
Providing on-site and WebEx training around Eracent solutions as requested by the customer
Working with the customer team to install upgrades and new releases of the Eracent software
Troubleshooting customer problems via telephone and on-site
Serving as the customer advocate for new enhancements
The Eracent team maintains an ongoing relationship with customers through regular, proactive, personal contact. Eracent’s commitment to customer service – before, during and after implementation – ensures that our clients’ expectations will be fully met.

With 100% successful implementations and high customer retention, Eracent is an excellent choice for any organization seeking accurate, thorough and efficient management of the business of IT.

To discover what Eracent can do for you, contact us today for more information.