Support and Training
When it comes to our clients, it really is all about you
From the first moment you come across Merlin online or meet a member of staff at a conference to installation, training and support, we want you to have the very best experience. By encouraging all our staff to be amazing every day, we aim to provide our clients with extreme support when they need us.
Set Up and Data Upload
We work with you to configure the system to your custom requirements. This includes data uploads using a vast array of Merlin upload templates.
You are never alone.
Business Process Analysis
We perform a full business audit in order to understand your products, processes and rules.
Your needs will be understood.
We will ensure that our software caters for your every need. To do this we conduct a GAP Analysis to discover any potential issues before we start.
Your custom rules will be documented.
System Operations Manuals
We provide you with Merlin system operations manuals that show you how to use the software.
This tells you how to do it.
Business Operations Manuals
We documents your business processes and produce custom business operations manuals for each department of your business.
This tells you what you do.
Training and Go Live
We provide training on site and online as you require. We assist with data uploads and hand holding through the go live phase.
We are with you every step of the way.
It's all about YOU
Our dedicated support and project management teams are trained to understand your business and to ensure that you are never alone.
We’ve got your back.
Support Ticketing System
You can log a support request from any page within Merlin. The built in ticketing system will instantly update each support agent’s dashboard and email or sms them as well.
No request for service will get lost.
How to Communicate
We use email, Skype (for chat and calling), GoToMeeting (for screen sharing) and TAWK (for real time chatting from within the software). We are always available for you.
We communicate using technology.
At Merlin we motivate everyone to be amazing everyday. The result of this should be that you receive amazing support you receive from the team.
We want to amaze you.
Support & Service Surveys
We regularly survey those users who have had an interaction with our support team. Your suggestions and comments are used to improve both our software and our service to you.
We value your opinion
We are all about the Customer and providing you with a celebrity service. You should be treated like a super star no matter who you are.
Be who you want to be.