We’re proud of our support
That’s why a 94% favorable or better rating just isn’t good enough for us. We want to keep improving too!
What our customers have to say about our support:
- “We hardly needed it.”
- “The program is stable, and therefore the support is good.”
- “Whenever we have a problem, we get a quick reply via email.”
- “Overall we get a swift and correct response to our questions.”
- “So far support is always quick and perfect.”
What’s good support to us?
First of all, we like to hear from you. We learn from the ways you use our software and what other wishes could be fulfilled. Every support question is a chance to improve our product.
When you apply LEAN to support, the approach is simple: make sure the problem is solved quickly and make sure it doesn’t resurface. These two rules make for an efficient support process and a happy customer.
One of our other rules is “no surprises.” We add enhancements and features all the time at customers’ requests. And most of these additions are available for all customers. But we don’t think you want to spend time every month on new buttons and features, your focus is on your own improvements. That’s why additions are disabled by default, so you don’t get any surprises. The default setting is user-friendly and suitable for everyone. Do you want to broaden your knowledge? Our support experts like to think with you on how to further adapt our tools to your needs.
The out-of-the-box experience
Implementing LEAN can be challenging for many people. If you want to start thinking and working differently, the last thing you need is complicated software. But, once you’ve made the turn, you want to expand your knowledge and get maximum insights and results. This is why we developed Cierpa software. The out-of-the-box experience is focused on ease of use and comprehensive insight. And once you’ve reached that level, we have dozens (even hundreds) of refinement options for you.
Here’s an example from our Cierpa OEE. Calculating OEE on factory level is like comparing apples to oranges. The real number is a weighted average, taking differences in planning time and speed norms into account. These calculations can be confusing for starters and could lead to discussions on data when you should be focusing on eliminating waste. That’s why we use unweighted OEE data by default: that number is a great way to start, and it also prevents confusion. Once you want to go deeper, you can easily select the weighted calculations.