What does being a “Service First” company mean to our customers? It means that the incredibly high level of service that we provide is as important as the advanced web based software and functional components that we make available to them.
Service is so important to what we offer that we make the following promises to our customers and then, back it up with the industry’s only unconditional guarantee.
SERVICE FIRST COMPONENTS
You will have the best customer experience you’ve ever had.
All of our clients and their customers will be treated with professionalism, courtesy and respect. Our quality assurance systems ensure that every interaction you have with us is far more than just satisfactory.
We are always here when you need us.
Our help desk is located in our corporate office and not at an unfamiliar remote location. Any member of our staff is available to assist you with questions you may have regarding our product, services or organization and you will always be able to find us when you need us.
Our offices are open Monday through Friday from 8:00 a.m. to 6:30 p.m. EST, excluding holidays. Additionally, we are available after hours through our toll-free support line at 1-866-301-5300 or via e-mail at support@buildingengines.com.
Our system is accessible when you need it.
You need uninterrupted access to the Building Engines system and expect it to perform as promised. We guarantee 99.99% system uptime, one of the highest rates in the industry, and have delivered this to our clients consistently for years. This guarantee is detailed in our Service Level Agreement (SLA), which we welcome you to review.
We will actively manage and support your account…and satisfaction.
We proactively monitor our customer’s usage of our application to determine how we can further improve the benefits they receive. Each of them is assigned a specific account manager who is responsible for scheduled periodic reviews of account activity. Your account manager will call you to: review usage, make specific recommendations for improvement and review upcoming product news and other relevant information.
Implementation will be easy, on-time and on-budget.
Delayed implementation has a significant negative and often overlooked impact on the total cost of application ownership. We have years of experience deploying our system in organizations of all sizes and we know what works and how to get it done.
Our unique and flexible system architecture assures that data migrations, system conversions and third party application integrations never present an obstacle to a smooth and easy deployment. We guarantee that if your deployment does not go according to plan and within the proposed time frame due to a Building Engines’ caused delay, we will refund 5% of your implementation fee for every day we are late.
Building Engines will contribute to the development of your organization.
We are heavily committed to your ongoing success. Building Engines will make significant resources available to your team, your vendors, and your customers, by providing continuing education and resources on a variety of operations topics through regular webinars, white papers, training and regional events.
Our Customers will have a hand in guiding the development of our offering
We will look to our customers for their feedback on how our software works, what additions need to be made and what we need to do to improve what is already an incredible product. We listen to our clients very carefully and promise that we while we will always provide you with our vision, it is your input that will drive the majority of our future product development.
THE BUILDING ENGINES 100% SATISFACTION GUARANTEE
It is very simple. If you aren’t happy, we stop the meter.
We guarantee that if our product or service is not functioning to your satisfaction, we will fix the problem and you don’t pay us a thing for the period until you are happy. Simply pick up the phone, ask for our Director of Support and he will listen and start the process. No forms to fill out, no conditions, just a simple phone call and a conversation.
