SYM-PAC Help Desk services
After your SYM-PAC system implementation is complete, you will move to being looked after by SYM-PAC’s Client Services & Help Desk team.
All calls to our Help Desk are registered and logged into our internal Customer Management system, so that we can help you efficiently and track every enquiry. When you call the Help Desk, your call will be answered and resolved immediately if possible. If the issue cannot be resolved straight away, a technician will return your call as soon as possible to assist you.
If you’re unable to process your customers’ sales at Point of Sale on all Point of Sale machines, you should log your call as a priority. Your call will be handled as promptly as possible, if not immediately.
Every incoming call is allocated a unique Call Number for identification. Our clients are immediately sent a fax or email indicating the call number, the nature of the call and the date/time recorded.
The Help Desk service is provided between 8.00am and 6.00pm (for your local time), seven days a week, and all public holidays except for Good Friday and Christmas Day. Outside of these standard Help Desk hours, you can contact us on the Client Services number and leave a message. When answered, these calls will be treated as registered Help Desk calls, and responded to when the office is attended.
To make sure that your call is resolved as quickly as possible, please write the call reference number on the top of any supporting documentation and fax this to us on 03 5622 3694.
If you require information about the call, always quote the original Call Number so that we can give you the most up to date information about the call.
Logging a call yourself
Within SYM-PAC's current version (v.8), users have the option to log a call themselves. This data is sent through to the Help Desk, together with your information and your comments, so as to hasten the response and resolution times wherever possible.
Franchise & Buying Group Head Office reportage
There are number of report options available for Buying Group or Franchise Head Office requirements. Buying group representatives can arrange this with our Client Services management as required.