Customer Support

SoftBrands' uniqueness as a product company lies in its continued commitment to extraordinary support & services. Extremely focused on customers, SoftBrands was the first property management vendor to provide a true 24x7x365 support to all customers.

Flexibility is the key, customers can contact SoftBrands support centers for help via telephone, fax, email, the online support incident system and the online Knowledge Center.

SoftBrands’ experienced support staff, many of whom have backgrounds in the hotel industry, are dedicated to providing this extraordinary service to customers across each of the following platforms.

• Support Database System – all SoftBrands support centers are connected via the SoftBrands support database system. This system manages all aspects of customer interaction, allowing users to create incidents, set priorities, verify contracts, review history and track issues.
• Customer Center – the online Customer Center is a selfservice web site specially designed for customers. The Customer Center contains services details, a support incident system, the Knowledge Center, account manager details, product tips and tricks, enhancement request form, webcasts and newsletter archives.
• Knowledge Center – the online Knowledge Center is a tool within the Customer Center that contains helpful self- service support solutions for customers, including common system problems and their resolutions, procedures, manuals and reporting information.

These innovations are a testimony of SoftBrands' continued commitment to its customers.