Customer
Care Maintenance Program Specifics
Fast
Response Times
Zuken's
advanced quality assurance program tracks and measures:
- telephone response rates
- hotline closure time
- defect fix rates
- enhancement inclusion time
This results in continuous improvement
of our services. In fact, 95% of all help desk calls are
responded to within 2 hours to avoid the immediate escalation
of any customers' critical problem
Dedicated
PCB/MCM Technical Expertise
Zuken
is focused on the PCB/MCM market. No other EDA vendor
has the number of experienced PCB/MCM application specialists
and engineers we do. They are available to:
- investigate
customers "help-desk" calls
- answer
product or technical questions
- help
resolve design issues
- advise
on PCB/MCM related subjects
We
equal this dedication in the product development area
as well. Our specialist PCB/MCM software engineers work
on innovative research and development projects for
Zuken EDA solutions.
Help
When You Need It
According to
market research firm Dataquest Inc., over 65% of EDA users attempt
to resolve software problems themselves. Our help desk is ready
to help reduce the valuable time your users spend solving EDA or
product related problems and makes solutions & FAQs available
on-line.
Productivity
Updates
As
part of Zuken's maintenance program customers are provided
with regular software updates designed to:
- reduce
time to market
- provide
latest technological improvements
- increase
design productivity
- enhance
product quality
Zuken's
focus on PCB/MCM design and manufacturing means that we
are the only EDA vendor who is dedicated to continually
enhancing the methodology and productivity of our customers
in this area.
On-line
Interactive Customer Service Information
Zuken's Technical
Support Program for Internet Information Exchange (PIIE) was an
industry first. We were the first EDA company to implement an internet
service which was more than just a promotional tool. It focused
on satisfying customer needs and providing an open feedback and
communications channel.
Today, Zuken is investing in new Internet technology
with our new on-line Technical Support web site LinkZ.
LinkZ will provide customers with all the service of PIIE, plus
more. Ease of use, better navigation and extended communication
channels are a few of the improvements of LinkZ.
Our Technical Support web sites are provided 'free
of charge' to all customers under our maintenance agreement.
Our
Technical Support Program, formerly known as PIIE, is provided "free
of charge" to all customers under our maintenance agreement.
Information,
Help and Software Are Available Any Time, Any Where
Tech
Support gives you access to a vast range of company
and technical information including:
- on-line
documentation
- user
bulletins
- down-loadable
software updates
- product
demonstrations
The
on-line hotline service enables you to:
- log
into the Customer Support department
- track
call status and find the solution
- provide
feedback to the service team
User
Groups News and Views
Zuken
provides maintenance customers with value-packed bulletins
and newsletters to keep you informed about the latest
technical demos, downloads and developments.
We hold regular user group meetings in most countries.
These forums enable customers and Zuken staff to work
together and exchange valuable information with a common
goal of realizing the maximum return from the investment
and use of Zuken EDA tools.
We
Even Go One Step Further
Regular information
and updates on our Technical Support site are also available via
e-mail. And, we have a number of mailing lists for users who do
not have everyday internet web access. Just let us know how we can
help you.
