Video Vision, Costume Vision, Rental Vision and Library Vision products are extremely stable and require extremely low support
levels. Therefore, to date customer's interest in the traditional support telephone
channel has not been sufficient to make this service viable and all program support/enquiry
handling is currently conducted via email.
Customer's needs are of course the prime factor in deciding all Vision Forecasting
offerings and therefore if customer interest reaches sufficient levels, a phone
support service will be introduced.
User comments (including many about our support service) may be seen on the testimonials page
Reasons behind the email only support policy:
- Product stability - Video Vision, Costume Vision, Rental Vision and Library Vision products are designed
to be and are in practice extremely stable. In general they require very low
levels of support - it is not uncommon for a customer to comment when making
their renewal that they have not had to contact support in the entire duration
of the previous support period.
- Low initial purchase cost - the current email only policy
is one of the key factors that allows the incredible pricing structures offered
(for current pricing, please visit the price page) and allow 6 months support WITH upgrades to be included with license
purchase (Note: Video Vision Lite includes a three month support period only).
Competitor's products can retail at over $2000 for a single terminal license
and purchase usually only includes a maximum 3 months (often just 1 month)
of program support without a free upgrade period.
- Low annual support cost - the cost of annual support for
Video Vision, Costume Vision, Rental Vision and Library Vision products is typically several times lower than for competitive
software and also include a low-cost option to include upgrades to new releases.
For example, the annual support entitlement for a single terminal Video Vision
Plus license can currently cost as little as $75. Competitor's phone support
extensions typically cost between $600 and $1500 per year.
- Customer driven - the most important factor is customer
opinion. Whilst it is not uncommon for potential customers to be hesitant
pre-purchase about relying on email only support, feedback provided by existing
program users has consistently indicated that they wish continue with the
successful and effective email only support option rather than pay the higher
costs associated with phone support. If at any stage in the future customer
interest reaches sufficient levels Vision Forecasting will naturally respond
to these wishes and introduce a phone support option.
- Highly qualified support personnel - the efficiency of
email means that the person answering your Video Vision, Costume Vision, Rental Vision and Library Vision support enquiry
will be highly skilled and know the program inside out - not just the interface
but the underlying program code as well. The inefficiency of phone support
lines means that they are invariably manned by staff with a far lower level
of expertise and product knowledge.
- Quality service - Despite the efficiency savings provided
by email only support feedback has also indicated that our customers in general
feel that the email support provided by Vision Forecasting is superior not
only in value but also in quality and speed when compared to the support desk
services provided by other software companies.
- Easy assimilation of step by step information - support
enquiries often receive detailed step by step instructions that can be assimilated
at your own pace without pressure.
- Flexible response hours - The flexibility of email support
means that responses to support requests can be made across a broader time
period that also includes limited support at weekends. Telephone support lines
are normally limited to 9am-5pm Monday to Friday - therefore if your system
goes down at 6pm on Friday and you are relying on office hours phone support
line it is possible that you could be without your software for the entire
- Delivery of utilities - many support cases require attachments/utilities
to be sent as attachments or download links - this is not possible via a telephone
- Historical record - emails can be printed or stored electronically
giving you quick and easy reference to detailed instructions/information received
from support. When trying to repeat a task in the future this compares very
favorably to a set of brief, hastily scribbled notes from a phone conversation
that took place several months (or even years) ago.
The support options offered for Vision Forecasting products is under continual
review and you are invited to given your opinion regarding the support options
you would like to see offered.
Your feedback on this subject - being a current customer or a potential
customer - is most valued and most sincere thanks are offered in advance
for taking the time to convey your opinions:
To register your interest or express a view regarding phone support, please use
the contact forms