Our hot line service receives an average of 30 calls per day, depending on the period.

 

 

This figure means that, considering the number of active customers, VISUAL PLANNING is quite easy to use and uneasy to “crash”.
In fact, the technologies used by VISUAL PLANNING rely on market standards (Java, Microsoft ,…).  
We strictly avoid being “exotic”. We only know the technological market and try to make the most reliable choices.  That is why VISUAL PLANNING is reliable too.
To that extent “bugs” reported about our software often come from a misuse of parameters.

This figure however also means that 30 of our customers and partners need us to be reactive every day.

The ratio of “problem-solving”, meaning the percentage of calls with an immediate solution, is around 80%. These problems deal with the “logical” use of VISUAL PLANNING or with minor OS dysfunction.

However, the 20 remaining percent can be much longer to solve.  They consist on analysing the global information system of customers and the way databases (e.g. ORACLE) or utilities (e.g. Terminal Server) have to be tuned.  We might not talk here about problems but more about technical advices.

We sometimes need time and you need reactivity.
Our solution is to use as much as possible automatic procedures.
That is why, for instance, instead of calling our hot-line to receive software activation keys, you are now able to install VISUAL PLANNING via internet (if you of course comply with requirements such as “client name is ok”, …).
We will go on offering this type of service (via our site for instance) keeping in mind human contacts are always the best solution when needed.

A way technology cools down hot lines and anxious customers.

We call that QUALITY OF SERVICE.