Support and Service - the key to our Success

The Company has been built upon our reputation for support and service as much as it has for the quality and functionality of the software itself. By offering the best service available, we can help our customers gain the best return on their investment.

Telephone Support

Our telephone support lines are manned 9am to 5pm to answer any questions your staff may have about using CASH in your business. We operate a 'Triage' system to prioritise calls and aim to make our first response within 2 hours and a resolution within 24 hours. Naturally our Support Desk uses CASH to record, prioritise and complete calls and measure our own compliance to SLAs.

When necessary we are able to link securely into your system and shadow users to view their screens and demonstrate resolutions.

Implementation and Refresher Training

Our highly experienced Implementation Consultants deliver the application training directly tailored to your business. They will then continue to support you through the first period of implementation before handing over to the Support Team. The training can take place in our dedicated training facilities or at the Customer premises.

The Training Plan is presented as part of the Solution Proposal and is designed so that your staff will be fully confident in the use of the system.

From time to time, all businesses lose experienced operational staff and rather than rely on a short hand-over period we recommend that you call on us for Refresher training. In addition to training new staff, we can assist in implementing new business processes based on the system and training in newly released features.

Solution Tailoring

As authors of the CASH software, Mentor are able to design and program modifications and enhancements to the software. If these are specific to one business, the adoption is contolled by the System Configuration. For example we have recently developed a multi-language option in On-Call for use in Europe. All changes are incorporated as part of the product and new releases are issued regularly with full details of the changes.

Document Templates and more

We can also assist you in the creation of specific templates for Invoices or Job Sheets, data extracts and reports. This work doesn't normally require programming and is carried out by our Implementatin Consultants either at your own site or remotely. Please contact us for more information.

Systems Integration

Our Development Team have vast experience in integrating CASH with other business systems. If you already use a Corporate ERP System for the business and want to use CASH to run the service side, then we can enable two-way integration to eliminate rekeying and duplication of data.