Integral to the overall EMUNWorks solution are the support services that Emun provides. These services fall into two primary categories: 1) implementation and training, and 2) support and maintenance. The first category generally includes the initial implementation and optimization of the EmunWorks platform immediately following a sale, training for new sales reps, general training prior to or during a show, and post-sale product changes driven by unique customer requirements. The professional support and maintenance services primarily encompass post-sale assistance after the initial “go live” event. Ongoing support services may include general troubleshooting and the provision of new version releases.
Implementation and Training
Configuration/Optimization – EMUNWorks is specifically adapted to the customer’s unique sales force requirement. This optimization is parameter-driven and is performed by Emun’s implementation staff prior to installation.
Integration – Emun begins the installation process by collecting data from the customer’s existing database application. We have experience integrating the EmunWorks solution into approximately 40 different back-end applications (ranging from QuickBooks and Peachtree to SAP and Oracle). Once Emun’s application has been fully integrated into the customer’s back-office application, the product is then fine-tuned to meet the printed media criteria desired by the company (including sales order reporting and barcode labeling).
Training – Emun trains the customer’s staff to ensure ease-of-use and to verify that daily information transfers are fully automated. Finally, the customer’s sales reps are trained to make sure the product is being used to its full potential. As an additional service, we provide ongoing support and training at shows, in corporate offices, or by telephone.
Support and Maintenance
Emun’s willingness and ability to provide world-class support is unmatched in the industry. Emun’s technical team consistently maintains a strong on-site presence at all of the major order writing shows and events in order to provide technical support in your booth or showroom on an as-needed basis. For any shows that Emun does not attend, telephone and email support is provided seven days a week.
Supplementing this show support, Emun’s team is able to address many pre- and post-show customer needs via phone and email.
Emun also provides highly responsive help desk support for general troubleshooting when a rep encounters questions or issues with the handheld or the corporate user experiences difficulty with the core application. Finally, Emun provides additional functionality via new version releases on a regular basis to help promote and maintain the efficiency of the platform.
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“We’ve come into contact with many types of applications seeking to automate the sales order process, but Emun’s was the first one that really met our needs. With EMUN, we experienced one of the smoothest implementations we’ve ever had, and it integrates seamlessly with our large, back-end ERP system. Order volume that previously took 2-3 hours to process can now be completed in a handful of minutes. It has made the reps’ jobs easier, and it has made my job easier. Because of these and other factors, I would say that the product easily paid for itself within the first year…and it continues to pay for itself.”
Tony Hehn, Director of Decisions Support Systems, Enesco