Customer service – the critical difference

One of the questions I always ask new customers is, why they are leaving their old software provider. And nine times out of ten it comes down to customer service.

One of the most common reasons why a glass manufacturer will seek out a new software system is because they were struggling to do something specific with their existing system and the provider didn’t give them the help they needed.

At Jotika we know how important our software is to the day-to-day running of your business, so we make customer service our top priority. This isn’t just about answering your questions quickly, it’s our whole attitude of helping you get the most out of your system.

Making more of your existing system

As your business grows and develops, you will inevitably need to do some things differently with your software. Even with a system you know well, it isn’t always obvious how to accomplish new tasks, so we are always happy to share advice about the best way to achieve your business objectives. Based on our knowledge of the glass industry and our systems, we can usually point you in the right direction or suggest an approach that you may not have considered.

Finding solutions to technical issues

Even with the best hardware, networks, and testing, computer systems can still go wrong. So, if your business systems start running slowly or something changes following an update, you need to know that your software supplier is on your side and committed to finding a good solution.

At Jotika we are always ready to help and won’t charge you for getting things working as they should. Even if we think it’s another application or hardware causing the problem, we will stay by your side until your Jotika software is doing all you need it to.

Building strategic relationships

We have exceptionally high customer retention rates which are built on trust and long-term working relationships. Our priority is to ensure you are getting everything you need from our systems, not trying to sell you something every time we meet. When we schedule annual customer calls, as well as listening and understanding your challenges and priorities, we often share insights and get new functionality working for you there and then.

Switching to Jotika

If you are considering switching your business software, we would be delighted to talk to you, not just about the industry-leading capabilities of our Gtrak software, but also about the high levels of customer service that you can expect from Jotika.

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