33Floors offers an array of Yardi support and help desk solutions to suit your needs.
Our support team experts take the time to familiarize themselves with your Yardi environment, your organization and your business practices so that we are prepared to answer questions and provide guidance in line with your firm’s policies and procedures.
Our tailored service model provides you direct access to dedicated support team members rather than anonymous service desk support. Plus, our Yardi support specialists boast extensive real-life business experience—and all the necessary technical knowledge—to ensure that your staff receives knowledgeable guidance in clear and simple language, without confusing technical jargon.
Our comprehensive service solutions are easy to set up and deploy and are delivered via dedicated phone numbers, email and web portals through a single point of contact to promptly serve your users. After all, shouldn’t your team be focused on real estate, not software support?
We are comprehensive.
Scalable, end-to-end support and help desk services are our specialty.
We are well-versed.
Our team members bring subject matter expertise not only in the Yardi platform, but also in the real estate industry.
We are dedicated.
You will know your support personnel, and you will reach them through communication channels specific to your company and team members.
Support / Help Desk
Our support solution begins with “Tier 0″ self-service support accessing an easy-to-search, web-based documentation portal. Here, we provide a basic package of knowledge base content with answers to common Yardi platform questions and issues. We expand or customize the content as necessary to meet your team’s specific requirements. Our support service solution integrates with a centralized “help desk” ticketing system with built-in email tracking and case history.
Our web-based help desk solution addresses items that need further attention. The help desk is tied to our support center solution. It can be accessed directly through the Yardi Voyager program or from your personal support center URL. The system uses email-based ticketing to log and track user issues from entry to resolution. Once triggered, our support staff will engage with your team to assess problems and determine solutions. Resolved case issues are recorded in the system upon completion to reduce repeat tickets.
The prioritization and escalation plan for your company is completely customizable. 33Floors will address only the case types you specify based upon your escalation prerequisites. Metrics, including monthly ticket and issue tracking reports, make it easy to see where your issues most commonly arise and help your organization better focus training efforts to decrease case volume and increase productivity.