F.W. Davison and Company unveiled its newest online Customer Resource Center (CRC) web site today to serve its customers better, safer, and faster.

New Features, Better Service
The new CRC expands F.W. Davison & Company's customer support system by including new options and improved overall functionality. Complementing an all-new customer support ticketing system, customers now have several new self-service options when looking to solve an issue or answer a question: 

• Knowledge Base
  Our new Knowledge Base (KB) contains answers, information and instructions, and is easily searched by key word or other advanced options. Several articles have been initially added to the KB, and many more will be added as the CRC is utilized. Customers can subscribe to specific KB topics and choose to be notified when the topic is updated.
• Troubleshooter
  The Troubleshooter tool is available for those who prefer a wizard-like  approach to getting an answer to a question.
• Download Center
  The Download Center contains access to the documentation library, as well as software upgrade and patch files.  
• Discussion Forum
  A Discussion Forum is available for customers who wish to communicate with other HRPyramid customers. Users already familiar with popular online discussion forums will feel right at home with similar features and functions in the CRC Forum.
• Change Request System
  The Change Request system gives customers the ability to request a software programming change as either a suggestion for a future software release or as a billable customized project. The new Change Request system is undergoing enhancements and will be released at a later date. A manual change request form will be temporarily available for requests made in the interim.
• Account Inquiry
  Customers will have the ability to review contact and software information we have on record for their account. This feature will be released at a later date.

Safer Employee Data
In today's world, companies must be vigilent about their employees' personal information or be subject to penalties and lawsuits. The design of the new CRC keeps employee information safe by ensuring secure data transmission within the ticketing system and related communication between the Customer Support Representative (CSR) and customer. This protects Davison's clients by preventing interception and keeping sensitive data from prying eyes.
 
More Efficient, Faster Resolutions
On the internal side, the new ticketing system incorporates best practices in customer service routing and handling, resulting in improved efficiency and communication throughout the process.

Existing customers of F.W. Davison & Company were notified via e-mail during the week of April 6, 2009, regarding important changes to the Customer Support Policy resulting from the new web site implementation.

For more information regarding the F.W. Davison & Company's newest online Customer Resource Center, please contact us.