At Equinox, Technical Support for Koha and Evergreen is a core service. Providing quality support services is vitally important for our customers; it has an immense impact on their experience with the software, and further, affects how they perform their jobs and serve their patrons/students/customers.
Providing the highest quality support services is also vitally important for Equinox. Technical Support is our largest division. Even if an Equinox employee does not work directly in Support, they certainly play a role in supporting our support folks — from trainers to developers to sysadmins. Equinox Support is able to pull in whatever company resources they require to get the job done for the customer. It’s a company priority.
Equinox management constantly monitors Support’s performance via a customer satisfaction survey that is issued when a ticket is resolved. One of the survey ratings is an overall grade for how Equinox handled the incident. There are five grades to choose from: Excellent, Good, Average, Poor, and Very Poor. We have received over one hundred responses to the satisfaction survey so far this year, and without exception, every customer rated their experience as Excellent.
We have worked tirelessly to improve our support procedures and have the absolute best, most knowledgeable experts on staff. We’re awfully proud of our Support team. Congratulations, and keep it up!
If you’re a library looking for a support company for your ILS, give us a call.