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Loftware Delivers the Industry’s Premier Customer Support

Loftware Delivers the Industry’s Premier Customer Support

Increases in investment by over 40 percent to extend leadership in Customer Satisfaction

Portsmouth, NH—September 4, 2013–Loftware, Inc., the global leader in Enterprise Labeling Solutions is kicking off the month of September with a program entitled Loftware Delivers. It spotlights how continual investment in employees, processes, and infrastructure has led Loftware to unparalleled customer satisfaction and unsurpassed levels of innovation in enterprise labeling. The program’s first installment offers video interviews with executives, customer quotes, and statistics that highlight how Loftware provides the Premier Customer Support in the industry.

Loftware is committed to working closely with its 5,000 global customers and understands that barcode labels and integrated business processes are mission-critical components of their supply chains. Providing the best support possible to customers is essential as issues with, or disruptions to, labeling can have a significant effect on a company’s overall performance. Over the past three years, Loftware has increased its commitment to their customers by increasing investment by over 40 percent in its Engineering Technical Support organization.

“When we measure the time that it takes us from the creation of a case until its closure, that time has dramatically improved over the past three years. On average it takes less than one day to close a case and two-thirds of all cases are resolved within four hours,” stated Robert O’Connor, Jr., Loftware President and CEO, about the benefit of this investment. “That is world-class support. And that, I know, and our customers realize, is the best support in the industry.”

Loftware has also dedicated efforts to improve the overall support experience with enhanced tools and resources for customers. Loftware’s Knowledgebase continues to grow and provide valuable answers and insight to customers who visit. The Knowledgebase has seen a 54 percent increase over the past year. Additionally, Loftware recently introduced a Technical Support Portal that empowers customers with web-based access to enter cases and check the status of cases on their own, at any time from any location. The Technical Support Portal has initially been widely accepted by customers, with over 200 companies registering on the first day it was announced.

Customers require support designed to meet their needs, whether they are a small organization with a single location or a company with thousands of label printers in facilities across the globe. Recognizing this fact, Loftware offers Standard, Gold, and Platinum support options to meet customer’s diverse requirements that may include 24x7, 365-day support and training options.

“Our customers are adopting our premium support options to maximize their ROI in Loftware solutions,” said Michael Ward, Loftware Vice President of Technical Services. “In just the last two years, the number of customers adopting Gold and Platinum support options has increased by 275 percent.”

Another hallmark of Loftware’s commitment to world-class support is providing customers with a direct line to the company’s people who sell, service, develop, and maintain their enterprise labeling solution. “When a customer picks up the phone, they are going to be helped by a Loftware team member and ultimately supported by the entire organization,” stated Michael Thornton, Loftware Manager, Engineering Technical Support. “Every day, my team collaborates closely with Loftware’s product management, software development, documentation, and quality assurance teams to address customer cases in a comprehensive and timely fashion while ensuring that customer input feeds directly into our product release plans.”

Look for the next installment in Loftware Delivers and learn more about how Loftware provides its customers with unmatched reliability and scalability.


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