Services - Implementation & Support

So, you weighed up the pros and cons, decided on the solution, had the system installed, got your staff all trained up, everything is sorted and now you're ready to roll. You turn on the computer…

Perhaps the most critical thing when you are thinking of implementing any computerised solution is to establish what the after-sales service and support is like. The one thing that can be guaranteed when you put in a new system is that there will be problems that arise and questions that must be resolved.

This is always true, regardless of which system you put in.

Merlio's policy is firstly, to minimise potential problems and then secondly to provide the best possible support to Customers after they have gone live.

From the first contact Merlio's objective is to learn as much as possible about your business needs. Our approach is consultative rather than hard sell, we want to ensure that our software will meet your needs, and that you will be a satisfied customer rather than an aggrieved one! Following this the we have a set of protocols which we follow as part of the pre-install and training phases. By paying careful attention to detail throughout the implementation procedure, following tried and tested pre-install protocols to get answers to all of the questions, and then implementing those answers as part of the installation and training we ensure that there is a minimal risk of things going wrong.

Following on from this, we believe in providing the best possible support to our customers after they have gone live. Merlio's HelpDesk is not a call centre manned by staff that are paid to get you off the phone; it is manned by the same team who are responsible for installation and training. You may be speaking to the very person who came to the shop and installed the system, who understands the way that you do things - as well as where you keep the coffee!

Merlio is justifiably proud of its reputation for providing top class support, and if you would like to talk to one of our customers in your area who can give you the real lowdown - in a private conversation with you - then simply ask us and we will be pleased to let you have phone numbers and other contact details.


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