Red Wing Software Streamlines Support System

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Handles Thousands of Calls Seamlessly at U.S.-Based Support Center

Red Wing Software

Red Wing Software

We strive to take customer calls right away, rather than have them wait for a call back.

In a three-week time span at 2015 year-end, Red Wing Software fielded more than 4,800 calls, handling 85.2% of those calls as they came in.

Red Wing Software spent months preparing for end-of-year support for its customers, knowing things like ACA reporting would be new to businesses. Subject–specific instructional and help documents and videos were created and distributed, specialized messages were written and sent to customers, and internal training was completed, all in preparation of the 2015 year-end calls.

“Year-end is traditionally the time for accounting and payroll software companies to see extremely heavy call volume, with customers transferring data to a newer system or having questions about W-2s, 1099s, depreciation, and year-end reports,” says Tim Bergeson, Red Wing Software Support Manager. Preparation paid off, as the U.S.-based support center fielded more than 4,800 calls during a short time frame, while taking 85% of those calls directly, rather than customers waiting for a call back. “We strive to take customer calls right away, rather than have them wait for a call back,” remarked Bergeson. “We are also proud to announce that, of the customers who were placed on hold during our busiest time, the average time on hold was only about 3 minutes.”

Red Wing Software, Inc., along with its nationwide network of business partners, offers industry-leading service, as well as training, on-site installation and implementation of the software. Their vision is “Creating the best management software experience”.

Red Wing Software, Inc. develops, integrates and supports the accounting and financial management needs of small- to mid-sized businesses, agribusinesses, non-profits, and municipals across North America. For more information on Red Wing Software products, including CenterPoint Accounting, CenterPoint Accounting for Agriculture, CenterPoint Fund Accounting, CenterPoint Payroll, CenterPoint Depreciation and Red Wing Tax Forms, call 1-800-732-9464 or visit http://www.redwingsoftware.com.

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Stephanie Elsen
Red Wing Software Inc
+1 6513881106 Ext: 209
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Stephanie Elsen
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since: 02/2011
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