For many companies, products are what drive their business. A good product can propel a company to new heights and open doors for continued success; unsatisfactory products can create negative associations with a company and make profitability more difficult. However, the product or offering is really just the tip of the iceberg. For technical products or product suites you need a customer support and professional services team to assist customers with issues that might arise during implementation or ongoing product usage. 

Crawford Technologies’ management recognized this need in the beginning when they started providing transform solutions to the High Volume Transactional Output (HVTO) industry. It is built into the fabric of the organization.

The print-stream transform and document re-engineering space can have many unique challenges. Every HVTO is unique in its architecture, application mix and customer communications management goals. Customers require technical support to help them keep their print and mail operations running smoothly with minimal downtime. It might sound simple, but many companies in the HVTO sector have tight deadlines and compliance-driven Service Level Agreements that they must adhere to, making the level and quality of customer support a key driver in loyalty to a specific vendor. 

At Crawford Technologies we are proud to provide the highest level of support in the industry with subject matter experts in every facet of the print-stream and document re-engineering field.  In fact, over 60% of our support staff has been awarded an EDP or Master-EDP certification (Electronic Document Professional). [add a link to http://en.wikipedia.org/wiki/Electronic_Document_Professional]

Consumer Reports and JD Power do not report on HVTO vendors. Instead, companies like Crawford Technologies rely on  our own customer surveys and client feedback. We regularly receive unsolicited praise from our customers. For example,  a large print service provider customer of ours recently reached out to say, “We are very pleased with Crawford Technologies. We value the responsiveness and the relationship.” They went on to single out one of our support employees that they wanted to recognize for her dedication and knowledge. 

For those of you familiar with the Crawford Technologies offerings, or if you saw our fiscal 2011 year-end press release (see back page from press release), you know that we opened the Archive Management Solutions (AMS) division back in February of 2011. You may also be aware that we provide Document Accessibility Services (DAS) via our facilities in Canada and in New York State. Our support model doesn’t change with the addition of these business areas. To support them we have hired experts in archive management and alternative format printing, including the ins and outs of high security data management, such as PCI-DSS compliance for the Credit Card industry. 

In today’s fast moving environment, many organizations are on a fast track to change. These require quick implementation timelines for new projects. In order to achieve their goals on time, many organizations need to bring in experts to train their staff and lead implementation projects. CrawfordTech’s professional services team is made up of top experts with varying industry backgrounds, each specializing in different technologies. This ensures that we can always provide the best expertise available in the market to help our customers meet their objectives. For some CrawfordTech customers our professional services are what keep them returning. 

Having a product that will get the job done is one thing; having a team that can come and implement it quickly, successfully and with competitive pricing in the industry is where we set ourselves apart from the competition. A recent print service provider customer said, “We are extremely happy with Crawford Technologies professional services.” They went on to say that CrawfordTech is “available to us when we need them and they get back to us faster than any vendor we work with.”

That is the ultimate goal of our support and professional services teams. Ernie Crawford, Crawford Technologies president, has instilled in the corporate culture that customer satisfaction is key to the success of our clients and ultimately our success. 

Moreover, the perceived value of the CrawfordTech solutions has to be maintained at the highest level; we strive to provide industry-leading functionality and value in each and every customer engagement, and our client support team work hard to make this possible.