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HRMS Marquis Support & Maintenance
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HUMANIC'S MISSION IS TO: OFFER THE MOST CLIENT FOCUSED AND ACCESSIBLE SUPPORT EXPERIENCE THAT
ANY USER COULD EVER EXPERIENCE
Humanic's support staff is highly trained in all of the applications that the client utilizes.
The support staff's role is a permanent one. Humanic does not use the "new hires" in the
support role as some other organizations do. Support is swift and exacting. If the client has
modified any software elements, Humanic at the client's option will host the client's specific
software in its support center so that support is viewing the same screens as the client.
Connectivity for the support can be provided using our web conferencing center (WebEx) or various
remote connection tools such as PC Anywhere. We also include unlimited telephone support with
the Humanic Help Desk and Call Center as well as unlimited technical support for hosted and
ASP clients.
MARQUIS SUPPORT PROGRAM
It begins on day one with Marquis Support which is included as part of your annual support
contract. From the moment your implementation concludes, you're entitled to a unique array of
privileges, services and value-added benefits.
Marquis On-Line Customer Club
Membership in the Marquis On-Line Customer Club is free and offers immediate access to
Marquis Support Online. Inside you'll find:
- Marquis File Library -- instantly download the latest product updates and releases,
technical documents, and more from our FTP site.
- Marquis Forums -- Peer-to-peer discussion forums allow end-users to exchange product
questions and suggestions with other Marquis Software Customers. Technical forums allow
customers to post product questions to technical support staff. All are available
at www.humanic.com.
- Marquis News Flash - You will receive a quarterly newsletter, which will outline
the latest support information, and product tips delivered via email and in hard copy.
Marquis Regional Breakfasts
We hold regional breakfasts throughout the United States where Marquis users are offered
the opportunity to meet with senior Humanic staff. Users are queried as to suggested
enhancements to product offerings for future releases. Time is also allotted for free training
sessions on various topics.
Marquis Annual User Conference
Our users hold an annual convention where Humanic staff members conduct training sessions
on various topics and industry speakers are invited to lecture and participate. New product
developments are discussed and Marquis members are offered the opportunity to interact with
the Humanic team. The April 2002 conference was held at the River Walk in San Antonio, Texas
and was a huge success. The 2003 conference will be held in Williamsburg, VA.
Marquis Client Support
Today and tomorrow we value our clients as collaborative partners. Humanic associates
rely on face-to-face, two-way dialogues with clients to develop tailored solutions. Our
focus on excellence has earned us a solid customer service reputation. In fact, our
on-going customer retention rate is an impressive 98%.
Marquis Shared Services
When customers call for assistance, they know they have access to experienced professionals
who are experts in the use of our applications. Since HRMS and Payroll applications and
services are our only business, you can be assured that our focus remains on your
organizational needs in these areas.
- Support Tracking--Each support request you initiate is tracked and monitored
from first contact to final resolution, with resources assigned according to problem severity-mission-critical
problems always receiving the highest priority. Our average resolution times on all requests
are within a 24-hour time frame. We track all support calls using an internal software
system that we designed and implemented for our own use. The system provides for call tracking,
case management and MIS reporting.
- Escalation Procedures--Our escalation processes are carefully documented and allow
for escalations up to and including the development staff, the V.P. of Product Management,
and our Chief Technical Officer all within a 24-hour period. We offer Service Level
Agreements where appropriate.
- Easy Access to Product Changes--If needed, bug fixes and/or system modifications
can be supplied on CD, via download from the Humanic Customer Club web site, or via download
from our FTP site.
- Diagnostic Tools--We employ diagnostic tools that allow us to view your system
directly while you remain on the telephone so we can experience your issues/questions first hand.
- Mirrored Database--If you have chosen to modify your system we will maintain a
copy on our server so that we can view your modified system while in discussions with you.
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“Humanic HRMS is so adaptable. As our company grows, the system grows with us. All departments rely on the HR department as the first source of information. Thanks to Humanic HRMS we are able to provide accurate information promptly. This has helped the HR department develop an excellent reputation within our company.”
Humanic pledges to:
Provide the right HR information to the right people at the right time.
Reduce HR and payroll administrative costs and deliver a fast return on investment.
Implement your company’s new system on time and on budget.
Offer outstanding, ongoing customer support.
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