Butler Commerce Solutions knows that reliable Customer Support is one of the key requirements for most customers. Over the years we have developed customer support services that address both the immediate problems and questions that arise in daily operations of wholesale distributors as well as long-term warehouse management business decisions.

Each customer is contacted monthly by an account manager. The account manager is looking for feedback related to system performance or any problems you may be experiencing. Your account manager works with you through the entire Freedom Series/ec21 implementation process and is knowledgeable about every aspect of your business operation. With the combined knowledge of Freedom Series/ec21 and your business process, your account manager can help you determine the most advantageous solution to warehouse management issues.

As part of our software maintenance agreement, Butler Commerce Solutions provides a direct connection, between your system and the Butler Commerce Solutions customer service system. This lets customer service representatives diagnose problems or questions directly on your system while you are running the application. This connection also provides you with access to online training without the costly investment of travel expenses. Butler Commerce Solutions personnel can talk with you via telephone while directly monitoring your progress through the FreedomNet connection. FreedomNet ensures that Butler Commerce Solutions can provide you with continuous software support.

Each wholesale distributor is unique in their business needs. As a general rule, Freedom Series/ec21 provides 85% out of the box functionality to distributors; however, some customization is necessary to accommodate the individual company's personality and specific needs. During that customization some features requested by clients to BCS are deemed beneficial to our entire client base. That functionality is then added to our base software and distributed to all clients FREE with their support contract. BCS continually enhances our products from input from our client base in order to maintain your competitive advantage.

One of the main reasons so many customers enjoy working with BCS is our willingness to work with clients such as you to grow our product sets and continue to meet the needs of the industry. We do that by having open forum discussion with our clients called Executive Focus Groups (EFGs). We also work with individual clients who request specific module development or an enhancement and meet that need through co-development. Under our unique service and support model, we then take those modules that we deem appropriate to our client base and provide that to the whole client base at NO CHARGE. It is simply our way of working with our clients in a true business partnership.

• Live experts-800 Help Desk Support
• Online 24 hour access to BCS Knowledge Base
• Automated prioritization/escalation of support calls
• Dynamic Change Management
• Remote Training
• Problem Diagnostics
• Program Fixes & Updates
• Product Enhancements
• New Releases
• Documentation Updates