In It Together
Without the backing of exceptional customer support, the greatest or most innovative products and services in the world can still fall short.
Our clients do not have to worry on that front. In fact, being there for our customers is such a critical aspect of how we do business, we gave it a name all of its own, ‘In It Together’ support. We’ve made it our goal to deliver the best level of service that your business has ever experienced.
We don’t view customer support as a distinct department within our company. It is the philosophy on which all of us at DreamTec Systems go about our day, aiming to exceed customer expectations in every single interaction.
Building long-term, trusting relationships with our clients is really important to us. We consider our customers to be partners and are deeply invested in their success. If you need us, we will always be there to give advice, solve a problem or talk through any concern. We know we wouldn’t be here without you and that is why we refer to our customer support as ‘In It Together’.
Our In It Together Promise
As much as we would like to, we cannot promise that hardware won’t break or that software won’t fail. What we can guarantee, however, is that we will do everything in our power to fix it and be with you each step of the way until a solution is reached. In It Together support happens at any time, at any place and in any way imaginable.
“If we phone them and something is seriously wrong, they’ll recognise that, they’ll drop everything and they’ll look at it and try to deal with it as quick as possible for us.”
There are five key principles to In It Together support and these represent our everyday promise to customers:
– All service is provided by highly trained personnel.
– We are easily accessible by telephone or email.
– Our ‘One Call to Fix’ mantra sees 98% of customer issues resolved on initial contact.
– Special care is taken to quickly address any urgent requests.
“Drivers have an emergency number to call DreamTec Systems directly, so they are always at the end of the phone for them – things like that really made the difference.”
– We take personal responsibility for your system.
– Our employees are empowered to make decisions and to take action on your behalf.
– We always follow through on our commitments to you.
– A live escalation contact is available should you need one.
– Subject matter experts are on hand to identify problems, offer solutions and provide informed advice specific to your industry.
“The response is very quick and the DreamTec Systems team knows its product extremely well. They know our business extremely well. It makes for a very quick turnaround of issues.”
– Our approach to problem-solving is both creative and practical. We will find the solution, even if it is an unconventional one.
– We are flexible in our approach, drawing on our knowledge and expertise to fix the problem.
– We listen carefully to your concerns and deliver clear, straightforward and actionable guidance.
– Our communications are not scripted, they are personal responses to address your individual needs.
– We don’t avoid tough questions and do not give excuses. We are always honest and direct with our customers.
“I find DreamTec Systems to be honest, I find them open and I find them easy to deal with.”
In It Together For Everyone
No matter what aspect of DreamTec Command you choose, maintenance and service come as standard – as does peace of mind.
Our skilled team removes your daily IT hassles – implementing, updating, troubleshooting, patching, monitoring, administrating, backing up, storing and upgrading are all looked after in-house.
With In It Together support, you can be sure of dedicated care from experts who are always in your corner.