One of our sales engineers recently received this email from a customer:
“I want to thank you again for all the support and willingness to help. There aren’t many software companies with the level of customer service you guys provide. As a result our business leaders are embracing IssueTrak and our user base is growing. ”
It wasn’t that earth-shattering a situation. The customer had two separate instances of IssueTrak running. He wanted to combine them into one instance because of a company reorganization. He wanted to transfer the licenses from one instance to the other. We told him no problem, there would be no charge. We would just need to send him a new license key reflecting the additional users on the one instance. He was pleasantly surprised, and said great, he’d get back to us.
He called a few days later, apologetic, saying he needed the license keys right away; that day. Again, our sales engineer said no problem, and promptly got the new license key to him so their IT people could make the change quickly. He has some additional questions about how a third group might use IssueTrak, and we’ve set up a meeting with our Professional Services people to give him guidance.
Our software is great, but the product is not the only facet of what makes a good software company. It is especially gratifying to me that the more contact a prospect has with people at IssueTrak, the more likely they are to buy. They find that our sales engineers are top-notch. Our support people are friendly and get problems resolved quickly. Sometimes our developers will get involved when a prospect has a question. When every touch a prospect has with our company results in a good experience, we end up getting more sales, and more satisfied customers.
We enjoy what we do, and we do it well!
