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CUSTOMER SERVICE / TECH SUPPORT

Datapro’s Customer Service personnel originates from the Banking Industry. When any of our Customers speak with one of our Customer Service Representative, he/she is speaking with someone who has the experience and the understanding of what the banker is requesting. Our Customer Service Department is made up of two Groups: The Help Desk Group and the Implementation Group.

All technical or operational problems with Datapro products should be reported to:

Datapro’s Helpdesk

Datapro Building

770 Ponce de Leon Blvd., 2nd Floor
Coral Gables FL 33134
Tel: (305) 374-0606, Fax: (305) 377-3282
helpdesk@datapromiami.com

Access for registered users

On-Going Support

The support/maintenance contract guarantees IBS users of Customer Service Support 24 hours a day, seven days a week. Our Customer Service department personnel is available from 9:00 am through 8:00 PM (EST), once our office is closed we have an answering service that helps customers with any issues. When a call is specified as urgent and requires immediate attention, our answering service refers the call to a representative in our customer service department who is on call. Our representative will contact the client immediately and if possible resolve the issue over the phone and if still necessary the representative can remotely access the eIBS system on the client site and also connect to the customers machine.

The Help Desk Group is composed of Analysts and Programmers. They spend all of their time at Datapro (they do not travel) responding calls from Customers. All Customers Calls should be directed to them. Once a Call comes in they enter it in a Log that is maintained for the purpose of ensuring follow up. That Log of reported problems is reviewed on a weekly basis by our President. Most of the issues which are reported are of an operating nature (how to do…), this type of issue is usually solved by the Reps directly. Should the issue that was reported require some modification or correction to the IBS code the programmers who work in the Department can do so on the spot.

The Implementation Group personnel are in charge of implementing new Users so normally they spend most of their time outside our office. However when they are in Miami they can also help the Help Desk Group handle reported problems.

Systems Development

Datapro’s philosophy in regards to modifications or customizations requested by our Customers is to be flexible and to look for mutually beneficial solutions. Datapro normally has no objections in developing modifications required by Customers as long as they are not against the philosophy of the IBS. The idea is to utilize modifications that we determine to be of a generic nature that could be of interest to our other Customers and that therefore enrich the functionality of the IBS, so we normally propose a sharing of the cost of developing them with our Customers. Once the development is concluded they become part of our new versions. Other modifications which are requested that do not fit that criteria are quoted at the full hourly rate.

Normally as part of the marketing efforts to new prospects we include a trip by our Project Manager who is a very knowledgeable user of the IBS to the Customers office to identify needed modifications. Once identified we prepare a proposal to the Customer indicating the development cost one by one, for the Customer to approve prior to any development work being done. An important point about Datapro’s business practice in this regard is that we work with fixed costs meaning that once we quoted a price of development it is unchangeable.

Part of the delivery process for these modifications is a test of their functionality. The testing is usually conducted by our Implementation Group personnel while they are at our offices.

Training

The Training of new Users has two parts: Technical and Users. The Development Group has the responsibility to do the technical training of new Users. Depending on the size of the Bank that training can last one or two weeks. Then the Implementation Group has the responsibility to insure that all new Users are well versed in the IBS before going live with it. Again as a function of the size of the bank this training period can last from four to six weeks. The User training has two parts: Theoretical and practical (hands on processing of various transactions).

Implementation

Our support team also has different parts and includes technical support (Programmers) and User support (Analysts of the Implementation Group).

The Support Includes:

.:Balancing of the data converted to the IBS format.
.:Verification of the integrity of the converted data.
.:Operational support through the conversion and implementation process
.:Pre and post conversion support.

Also as a function of the size of the Bank this support will vary from 7 to 15 weeks in addition to the training period.

The Support also Includes:

.:Definition of Parameters in the system.
.:Training of Users
.:definition of the Users Profile in the IBS Security Module
.:the creation of the products which the Bank will market etc.

Utilization of IBS

Our technical and support personnel are available to our Customers to help them in the proper utilization of the functionality of the IBS. Because of the parametric design of the IBS, it is quite flexible and if it appears at first glance that some function cannot be done without changes in the code, many times there are ways of using the systems functionality to achieve the goals of the Customers without any modifications.