Award-winning Customer Service
Global Support Services
InfoResponse is a family of support services developed to ensure there are no barriers to success with your integration and business intelligence (BI) software solutions. Information Builders offers a broad range of world-class services tailored to fit your needs by providing answers and assistance in a timely fashion. Our goal is to optimize your satisfaction by offering a multi-layered approach to help solve your technical issues efficiently and conveniently.
InfoResponse Online (techsupport.informationbuilders.com)
This website is the gateway to all our online technical resources. With InfoResponse Online you have access to a large knowledgebase of technical information, the Technical Content Library, and a variety of self-service resources to help you find solutions on your own. You can also open a case, track existing cases, or download updates and fixes. The best part is this service is available 24x7, 365 days, and is ready when you are.
Sometimes you need on-site assistance. Information Builders- system engineers and corporate technical specialists in our branches offer fee-based technical-support services. Typical services include initial implementation planning, problem isolation and identification, initial system prototype development, software and file setup, configuration management, upgrade services, customized seminars, and special projects upon request.
InfoResponse Basic is included with all of our software. It features our "Follow the Sun" telephone support, which is available 24 hours a day, seven days a week, 365 days a year. Our team of support professionals is dedicated to timely resolution of any technical issues you might experience with our software.
InfoResponse Premium is our highest level of support. It provides you much more than the traditional support offerings and focuses on providing a superior customer experience from every level of our organization. When you need comprehensive support for mission-critical applications in a complex environment, InfoResponse Premium is the service for your organization.
InfoResponse Premium customers are assigned a designated Account Support Manager (ASM) who works closely with in-house staff to manage support issues at your locations. In essence, you have an additional valuable resource to manage and coordinate technical support activities at your company, as well as a centralized escalation path for support issues when necessary.
InfoResponse Premium is an annual contract and requires that a current InfoResponse Basic service plan be in place.
InfoResponse Premium Startup
InfoResponse Premium Startup includes the proactive support-related services offered with InfoResponse Premium, including the Account Support Manager (ASM), however for a shorter period. This service is ideal for customers beginning development initiatives or planning significant migrations or upgrades. The ASM will work closely with in-house staff to manage support issues at your location, provide weekly updates, and host regularly scheduled conference calls.
InfoResponse Premium Startup can be purchased for three- or six-month terms and requires that a current InfoResponse Basic service plan be in place.
- InfoResponse Guide to Software Support Services
- InfoResponse Premium
- InfoResponse Premium Startup
- Global Support Customer Guide
Customer Support Recognition
2015 Winner: Gold Award - Support Staffer of the Year: Susan Sams
2015 Winner: Silver Award - Customer Service Department of the Year: Worldwide Customer Services
2015 Winner: Bronze Award - Customer Service Team of the Year: ATS iWay Support
2015 Winner: Bronze Award - Customer Service Executive of the Year: Daniel Ortolani
2014 Winner: Silver Award - Customer Service Department of the Year
2014 Winner: Bronze Award - Support Staffer of the Year: Maryann Federico
2013 Winner: Gold Award - Customer Service Department of the Year
2013 Winner: Silver Award - Support Staffer of the Year: Vashti Ragoonath
2013 Winner: Bronze Award - Customer Service Executive of the Year: Daniel Ortolani
2012 Winner: Bronze Award - Customer Service Department of the Year (Software)
2012 Winner: Bronze Award - Sales Director of the Year: Tony Li
2012 Winner: Bronze Award - Customer Service Contact Professional of the Year: Terry Whitmore
2012 Winner: Bronze Award - Back-Office Service Team of the Year: Andrew Harsanyi
2011 Winner: Customer Service Team of the Year: Information Builders' Premium Support Team
2011 Finalist: Customer Service Department of the Year
2011 Finalist: Customer Service Executive of the Year: VP Stu Madison
2011 Finalist: Customer Service Manager of the Year: Keyla Serrano
2010 Winner: Customer Service Executive of the Year: VP Stu Madison
2009 Finalist:Customer Service Department of the Year
2008 Finalist: Customer Support Organization/
Department, Computer Software
First Business Intelligence Provider to Achieve 100 Percent Certification for its Technical Support Team