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Follett Software Company introduces customized technical support packages inspired by customers

Press Release: Follett [June 24, 1994]

Copyright (c) 1994 Follett


McHENRY, ILLINOIS -- June 24, 1994 -- Follett Software Company offers a wide variety of support options and allows its customers to build a support plan to best fit their individual financial and technical needs. The Basic Support Options, Renewable Support Options and Value-Added Support Options offered by Follett are the culmination of a year's worth of customer focus groups, interviews and surveys to determine how Follett can best support its customers.

Follett Software makes it possible for media specialists with a high degree of technical expertise to reduce their support costs by providing some or all of the support for their system(s) themselves. Conversely, media specialists who are new to automation or who require higher levels of assistance may build a support plan that will provide a high degree of involvement by Follett Technical Support personnel.

Among those services offered free to Follett customers are Callback Support, which consists of a return call to customers who make a Technical Support inquiry via the Technical Support Callback voice mail box; Fax Back Service, which provides technical information and instructions on completing system repairs or product administration guidelines via fax; Internet Support, which enables Follett customers to make technical and product inquiries via Internet electronic mail at no additional cost beyond their local Internet connect time; and Follett Technical Publications, which provide insight into the optimal use of Follett products on various platforms.

Renewable Support Options include Follett's 800 Number Support, whereby subscribers receive free product updates, utilities, and replacement program disks in addition to the toll-free link to support; Per Incident Support, can be purchased on an individual or block basis, enabling customers to purchase support on an as needed basis and budget in advance; and Follett's Support Certification program, which offers discounts on support fees up to 40% off regular costs. (Groups able to take advantage of the certification program must participate in a five day certification training session and coordinate their billing and front-line support centrally.)

Follett Value-Added Support Options include Modem Support, which requires the purchase of an annual 800 telephone support subscription and enables customers to have a Technical Support Analyst connect to their system using a dial-up modem and communications software package; and Follett's Guest Speaker Service, which offers the use of Follett Technical Support personnel to participate in User Group meetings or Educational Conferences worldwide at no charge beyond accommodation and travel costs.

Product inquiries via Internet electronic mail at no additional cost beyond their local Internet connect time; and Follett Technical Publications, which provide insight into the optimal use of Follett products on various platforms.

Renewable Support Options include Follett's 800 Number Support, whereby subscribers receive free product updates, utilities, and replacement program disks in addition to the toll-free link to support; Per Incident Support, can be purchased on an individual or block basis, enabling customers to purchase support on an as needed basis and budget in advance; and Follett's Support Certification program, which offers discounts on support fees up to 40% off regular costs. (Groups able to take advantage of the certification program must participate in a five day certification training session and coordinate their billing and front-line support centrally.)

Follett Value-Added Support Options include Modem Support, which requires the purchase of an annual 800 telephone support subscription and enables customers to have a Technical Support Analyst connect to their system using a dial-up modem and communications software package; and Follett's Guest Speaker Service, which offers the use of Follett Technical Support personnel to participate in User Group meetings or Educational Conferences worldwide at no charge beyond accommodation and travel costs.

Follett Technical Support staff currently receives more than 125,000 calls annually. Follett support personnel are qualified with Novell CNIE, Microsoft LanManager certification, Artisoft LANtastic certification, Meridian CD-Net certification and ICLAS certification.

For more information on Follett' s Technical Support options, including how to create a customized support package and its associated costs, customers may write Follett Software Company, 809 N. Front Street, McHenry, Illinois 60050-5589, or call toll-free (800) 323-3397.

A Follett Corporation Company, Follett Software Company is currently the largest supplier of library microcomputer software in America with more than 20,000 installations of its flagship product, Circulation Plus.

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Publication Year:1994
Type of Material:Press Release
Language English
Issue:June 24, 1994
Publisher:Follett
Place of Publication:McHenry, IL
Company: Follett
Products: Circulation Plus
Catalog Plus
Record Number:6902
Last Update:2015-03-03 08:14:26
Date Created:0000-00-00 00:00:00