Our Customer Resource Center (CRC) provides a level of service and support that is unmatched in the K-12 SIS market. When customer or technical support is needed, you have the flexibility of contacting the CRC by phone, email, or online HelpDesk. Our large support staff and four-hour contractual response time ensure that your questions and problems are addressed quickly and completely.
Every implementation provides a context-sensitive online help system that includes Quick Reference Guides (short, step-by-step documentation for commonly performed tasks), video tutorials, and comprehensive technical documentation. You can also create your own documentation relating to district-specific tasks or customizations for access by end users via a custom, district-created website.
Need a little virtual help? Any one of our CRC specialists can open a dedicated GoToAssist™ session between their workstation and yours, where they will be able to see your issue in action and show you exactly how to solve your problem.
Synergy HelpDesk is a powerful, online collaboration tool designed to keep track of issues and automatically manage them to resolution. Customers can log in 24/7 right from the Synergy interface to open a new ticket or view up-to-the-minute status information on existing tickets.
At Edupoint, we think the person most qualified to decide when an issue is resolved is the person who reported it. So it is not our CRC Team that decides when it’s time to close your Synergy HelpDesk tickets – it’s you. When a CRC Representative recommends your ticket for closure, you review the ticket summary and mark the ticket resolved or unresolved. If unresolved, CRC works with you to resolve it to your satisfaction.
“Edupoint’s customer support is amazing. The staff that make up the Customer Resource Center (CRC) are patient, understanding, and always willing to help.”