With 98% satisfaction, clients love the support they receive from Softdocs.
That’s because the Softdocs support team goes above and beyond to keep every organization’s system running smoothly, provides rapid responses, and takes the extra step to resolve issues promptly.
Typical Support Problems with Document Management Vendors
Some vendors don’t prioritize customer support. Have you ever had to delay or stop workflows, enter data manually, or fall short of students’ and staff members’ expectations? Then you know exactly what we’re talking about.
Maybe these support issues are also all too familiar:
- A lack of domain expertise means that proposed solutions are unrealistic for higher education. Some vendors attempt solutions that are effective in other industries but are ineffective for schools.
- AI chatbots often struggle to comprehend context and can delay issue resolution. Their failure to grasp education-specific scenarios can cause you to waste time answering ill-informed questions and get frustrated with inadequate advice.
- Inexperienced support engineers on teams with high turnover often lack a comprehensive understanding of the product. Because many vendors don’t prioritize support, staff leave quickly, and you have to deal with someone different every time you submit a support ticket.
- Daily or weekly quotas push fast results at the expense of accuracy and silo team members. Speed is important, but it will only benefit you if you also get precision.
- Inability to tackle support issues outside of office hours. Most support teams only work from 9 AM to 5 PM and are either unable or unwilling to spend extra time addressing your mission-critical issues.
- The use of Band-Aid fixes often leads to the same problems recurring. It’s not enough to provide a temporary fix. The right solution should address the root cause and prevent the issue from recurring.
Making a Real Impact in Higher Education
Softdocs support frequently goes above and beyond to meet customers’ needs. One college wanted to change its document tree for 8.6 million pages of student records. Two engineers volunteered to work 14 straight nights over Christmas break. When students returned to school, their records were reorganized and more accessible.
When the COVID-19 pandemic impacted Rockingham Community College, the institution utilized funds from the CARES Act to expand its Softdocs solution.
“In less than 48 hours from when I called Softdocs about creating a Teleworking Agreement for our HR department, we had the form up and running.”
– Cheryl Evans, Technology Specialist at Rockingham Community College
The Softdocs support team also helped Rockingham roll out an additional 58 eForms in student records, financial aid, and HR.
Meet the Softdocs Support Team
Softdocs is committed to providing the best possible customer support. Our dedicated team uses best practices and repeatable processes to resolve problems quickly and effectively. The group is led by Jimmie Moore, an 18-year Softdocs veteran. Before becoming Manager of Client Support, he helped start our professional services department, worked in sales, and served as a technical architect.
These experiences equipped Jimmie to recruit, develop, and lead a talented team that’s structured to meet clients’ needs in higher education.
Softdocs support, service, and developmental engineers offer:
✅ Rapid, responsive, and personable support with frequent touchpoints.
A dedicated support representative is assigned to each case, stays with it until it’s resolved, and provides regular progress updates.
✅ Practical solutions driven by deep expertise in admissions, financial aid, and other college departments.
This helps schools create new workflows and design and implement forms that are highly effective in higher education.
✅ Collaborative processes that combine skill sets and knowledge on a case-by-case basis.
Support technicians collaborate to address issues and devise solutions that yield a lasting solution.
✅ Access to decades of combined document management experience.
This in-depth industry knowledge enables schools to capture, process, and aggregate student information effectively. It also helps ensure tight integrations with the SIS and other student-related systems and business office applications.
✅ Up-to-date knowledge on security and compliance.
Continual education from the team helps clients stay up-to-date with the latest regulatory changes and maintain the security of student and staff data.
Speed + Expertise + Human Touch = Successful Support Outcomes
For the Softdocs support team, “good enough” is unacceptable. They strive to achieve a 100% customer satisfaction rating and have reached 98% so far in 2025.
A customer typically receives an initial response in just 33 minutes, and 40% of cases are solved in the first 24 hours. The chart below shows a continual commitment to improving timeliness, first touch response, and case resolution:
With Softdocs’ support, colleges have a trusted partner to resolve issues, deploy new features, and address challenges. This enhances staff productivity, improves efficiency, and enables students to achieve their goals.
To learn more about how Softdocs can transform your school’s document management, schedule a demo.