We know how important technical support is to the success of any technology initiative. That’s why we leave nothing to chance when it comes to supporting our clients.

Each CFI team member follows a service flowchart defining our support process, including review of standard customer requests and our response to emergency calls. In addition, CFI Project Managers periodically review any open calls to assess if they should be forwarded to a software vendor or escalated internally for quick resolution.

Our clients can contact us for support in a variety of ways, including:

Phone Support
CFI's customers always have immediate access to our technical staff through their individual cell phone numbers or through the main CFI telephone hotline.

Web-Based Help Desk
Our state-of-the-art help desk management software provides an easy to use, point and click interface, helping users enter new calls or find the status of prior calls. The system automatically emails users with status reports from the CFI Specialists who are working on the calls.

Web Postings with Client Specific and Frequently Asked Questions
CFI maintains a comprehensive web posting of answers to the most frequently asked questions pertaining to technical issues. In addition, some projects may benefit from a posting of client-specific questions and answers that are accessible only to users involved in the project.

Issue Tracking and Escalation Procedures
All inbound service and information requests are reviewed daily. The request is then assigned to the CFI team member best suited to effectively solve the issue. Each step of the process is tracked and posted in the help desk application so that users can monitor the progress of their request from beginning to end.

Emergency Page Processing
In an emergency, users simply check the "Emergency" box and the help system will automatically page the CFI Specialist who is on-call. At times CFI’s help desk will also page Specialists so they can return calls directly to customers within the defined Emergency Response Time, which varies by project and customer request.