On-Site Customer Service
June 26, 2009
Many construction technology vendors offer Webinars, seminars, or other forms of training to assist contractors in implementing new technologies. But one provider has a new form of training—the company goes to the customer and offers free help sessions in or near the contractors’ cities.
HCSS, www.hcss.com, Houston, Texas, launched its Helpinars program in 2007, and has already conducted more than 25 Helpinars for hundreds of construction professionals throughout the United States and Canada.
Typically, HCSS sends five to seven support specialists to cities across the country to help an average of 30 construction professionals including executives, project managers, estimators, office and financial staff, and IT (information technology) personnel. The company ‘helps’ by answering questions, addressing timely issues, and explaining new ways to use the technology.
“Admittedly, it does sound unusual for a software company to travel at its own expense to your city for the sole purpose of helping you,” says Mike Rydin, president, HCSS. “But there’s a reason behind it: Helpinars help us illustrate our commitment to customer service and contribute to the HCSS goal to develop high-quality software products that make construction companies more efficient and knowledgeable. The sessions help customers use those products as effectively as possible, and also educate our employees about how our customers use our products.”
The company has more than 25 Helpinars planned for 2009, and is currently planning events into 2010.