Customer Service:

AdmissionPros recognizes the importance of customer service. Each client enjoys the same high-quality service that we have become known for. And customer care does not end with the installation of the AdmissionPros software. After the completion of the development process we maintain regular contact with the staff users and administrators as we continue to customize, enhance, and accommodate changing business requirements.

At AdmissionPros, our unique approach to customer support has technical and managerial staff responding to end-user issues, not untrained customer service representatives. When a client needs assistance they speak directly with either their specific project manager or their software developer who will provide expert advice and problem resolution the first time around, ensuring that needs are met in a timely manner.

Our Help Desk operates during normal business hours: 9:00am to 5:00pm EST Monday through Friday, excluding holidays. Round-the-clock emergency telephone support is available every day of the year. In addition, each AdmissionPros system includes a comprehensive trouble ticketing system that provides users and support personnel with an efficient way to report, diagnose, resolve, and track issues 7x24x365.

Our working relationship with the AdmissionPros staff has been excellent. We were assigned two contact staff – one with admissions experience and one who actually made the changes to the system. They shared an existing online graduate application intake and review system with us and worked to adapt the application to our needs. They were very responsive to our requests (which sometimes changed an earlier requested change!). They were working with us during an especially trying time: We were both adapting to AdmissionPros and adopting SCT Banner Student! The transition to Banner was rocky, and the response time of the AdmissionPros staff saved us from some potential “image” problems with applicants. We went live with the application process in September 2006 (for admission in Fall 2007 and beyond), and the transition has been (surprisingly!!) smooth.

... Dr. Holly Hirst, Associate Dean for Graduate Studies and Professor of Mathematics, Graduate School, Appalachian State University