Customer Support

Our customer support center is open 24/7/365, ready to respond to and resolve problems, and quickly return operations back to optimal productivity.

Go-Live is Just the Start

Your business needs change. The insight we’ve developed during assessment and implementation enables us to effectively support your solution, without negatively impacting operations or other functionality.

We’ll meet with you once a month or as determined to review KPIs, open cases and SLAs, and discuss opportunities for improvement as well as success to map out best practices specific to your solution.

Despite every precaution, systems sometimes fail or under-perform. Our support center is staffed with people who not only know the software in and out, but understand the impact to productivity, revenue and reputation downtime can cause.

Our promise – we’ll rapidly get you up and running fast so you can keep your promises to your customers.

We'll Fill in The Resource Gaps

As an extension of your team, we’ll get involved to any level that works. That includes assessment, planning, application development or strategic advice. From new reporting capabilities and software upgrades to special projects and complex new system integrations, you’ll find “no” isn’t part of our vocabulary.

Our philosophy is simple: we “teach you to fish” and we’re ready, willing and able to help in any way. Just call or email. We’re here for you. Longbow technical support includes:

Email and on-call access
Committed response times based on severity
Case management and tracking, through resolution
SLAs based on severity levels
Regular case review meetings
Mutually agreed upon case closure
24/7/365 call center response

Customized Training in the Classroom and on the Floor

We train supervisors, management, operations, all the users on the floor, using your equipment and data. On-site classroom instruction and training hosted in our facilities is also available. In addition to training during the project, refresher courses, new-hire training and getting your team up-to-speed on any modifications are always available – it’s key to bigger, faster ROI.

End-User Training

In setup training, your people will learn about the many configuration options of your system. Setup training covers topics like user and administration configuration, warehouse setup, receiving and put away rules, outbound and shipping rules and any topics you need.

Integration Training

In integration training, users learn the dynamics of sending information from your WMS to your host system and receiving information back. It is a comprehensive training of the system as it pertains to your solution.

Operational Training

Operational training covers day-to-day warehouse activities, including receiving, put-away, and RF gun operations.

The Era of Data Services

You work hard and most likely wear many hats. You should require the same of your data, and more specifically, you should expect the same from your technology partners who manage your data.

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