Support
mdv Support is available to mdv customers during their everyday work with our software.
The Hotline Services are provided by teams of specialists for the individual product families at three sites. Telephone support is available from Monday to Friday from 8.30am to 5 pm. Inquiries can be sent to the main e-mail address Support@mentzdv.de
The inquiries are registered at a central location. After registration the inquiries are then forwarded to the relevant specialists for rapid processing.
The use of the latest registration and management tools makes it possible to internally communicate incidents swiftly and effectively and therefore provide a rapid response.
A facility is available for customers to track inquiries if required and provide regular updates to outstanding inquiries. Monthly extracts from our database are made available and analysed in regular meetings.
In order to reconstruct customer inquiries as quickly as possible, customer data are updated on the server at regular intervals. The inquiry can therefore be reconstructed on the mdv employee's computer with original data within an extremely short time and the solution to the problem can be found,
If the customer inquiry requires a demonstration of the handing of one or more program components, this can be carried out using the PC Anywhere software. With the help of this software the customer and the mdv employee look at the same screen and can discuss and demonstrate the task in hand and the solution on the telephone.
We also use Microsoft and VNS remote desktop software to maintain our servers.
mdv Support is an important part of the company and is recognised as being the interface between customers and the Development Department. Regular resources are also provided in order to make use of Development Department expertise when helping customers. The fact that customer inquiries can be discussed with all of our in-house departments within a short time is an important contributory factor to mdv's success.
