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Sitting Down with a Member of Support

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STORIS has proudly served the big-ticket retail industry for over 30 years. Our software is geared specifically toward the home furnishings industry, which allows us to provide industry-focused technical support. All of our support technicians work in-house at our headquarters in Mt. Arlington, NJ and do their best to provide top-quality support to our valued clients.

Our Client Services team has an average tenure of seven years and is well-versed in the STORIS product suite. Their knowledge of the software and problem-solving skills allow STORIS’ support to be personal, tailored, prompt and reliable.

I sat down for a Q&A session with my colleague, Kristen Mancuso, who has been part of our STORIS support team for 5 years.

Q: What are the benefits of industry-specific support?

A: “We know our client base and form relationships overtime, this makes the support process a much more personal experience. We are focused on the STORIS software as it is used in the industry. We know the software and we know our clients. Our clients say our resolution time is fast and they are happy with the tight-knit group of technicians that are here to help them. Plus, STORIS support is local as opposed to outsourced to a third party, so we really get to know our Clients and form relationships over time.”

Q: Can the knowledge of Clients in the home furnishings industry help you to support other Clients?

A: “Yes! I often call upon different clients to help provide advice to others. If one client wants to know the best option for gift card processing, I can call another client who has already implemented this and ask what they would suggest to use. Because everyone understands the big-ticket industry, there are added benefits to being connected by STORIS.”

Q: What is the most important part of your job?

A: “Even though some cases may be difficult to resolve, it’s our support team’s #1 goal to service our clients in a timely and helpful manner. Our goal is to get cases resolved as soon as possible. Our case volume varies on a day-to-day basis, but our objective is always the same.”

Q: What advice would you give to a company who may just be transitioning to STORIS?

A: “I would tell them just to trust us. We take pride in our work and the software, and our job is to make sure our clients are happy.”

 

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