{"id":146184,"date":"2017-03-01T09:10:50","date_gmt":"2017-03-01T17:10:50","guid":{"rendered":"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/kudos-support-team-product-service-belong-together\/"},"modified":"2025-08-20T06:06:06","modified_gmt":"2025-08-20T13:06:06","slug":"kudos-support-team-product-service-belong-together","status":"publish","type":"post","link":"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/kudos-support-team-product-service-belong-together\/","title":{"rendered":"Kudos to Our OroCRM Support Team: Product and Service Belong Together"},"content":{"rendered":"<p><span style=\"font-weight: 400\">When looking for a viable enterprise-class software, companies often assess product\u2019s features and performance capabilities first. However, getting the new technology is not enough to ensure your organization has a positive product experience. As solutions designed for multi-tenant needs (i.e. CRM systems) have a sophisticated back end, getting native support from the vendor is as critical as getting the required out-of-the-box features. Statistics prove that unsatisfactory support is the primary reason why <\/span><a href=\"https:\/\/blog.kissmetrics.com\/retaining-customers\/\"><span style=\"font-weight: 400\">71%<\/span><\/a><span style=\"font-weight: 400\"> of companies change their vendors so it\u2019s important to assess both product and service aspects for solutions your business may invest in.<\/span><!--more--><\/p>\n<p><span style=\"font-weight: 400\">Our dedicated support staff is always there for OroCRM Enterprise Edition customers who need assistance with maintenance, upgrading, troubleshooting, and any other issues. In today\u2019s blog, we\u2019d like to shift the focus away from OroCRM reviews and functionalities, and put the spotlight on our customer service.<\/span><\/p>\n<h2>Ultimate Support for OroCRM Enterprise Customers<\/h2>\n<p><span style=\"font-weight: 400\">Along with other key <\/span><a href=\"https:\/\/oroinc.com\/orocrm\/orocrm-enterprise-and-community\/\"><span style=\"font-weight: 400\">benefits<\/span><\/a><span style=\"font-weight: 400\"> OroCRM Enterprise Edition (EE) customers get, Enterprise Edition customers have direct access to our seasoned OroCRM support staff and technical team. Our clients can report bugs, submit IT help and new feature requests, and generally have any product related issues resolved in the shortest amount of time. Only 25% of all requests are related to bug fixes while the remaining 75% are product assistance requests where tickets submitted by Enterprise clients get the highest priority. Not sure how to get your email synced with OroCRM? Need to set up the integration with Magento, Dotmailer, MailChimp, or Outlook? Are you facing configuration issues or simply confused why the application doesn\u2019t function just the way you expect it to? That\u2019s exactly where our customer care team steps in. <\/span><\/p>\n<p>Oro Service reps resolve different types of support cases varying in severity levels, from general usage inquiries to high severity issues. As an extension of your team, our service staff aims to achieve the highest level of customer satisfaction.\u00a0<span style=\"font-weight: 400\">This is just one reason why <\/span><span style=\"font-weight: 400\">OroCRM reviews<\/span><span style=\"font-weight: 400\"> are consistently so positive!<\/span><\/p>\n<h2>It Works!<\/h2>\n<p><span style=\"font-weight: 400\">Let\u2019s take a look at some of these <\/span><span style=\"font-weight: 400\">OroCRM reviews<\/span><span style=\"font-weight: 400\"> to see how our Enterprise customers and partners feel about the client service we provide:<\/span><\/p>\n<p><b>Demac Media:<\/b> <i><span style=\"font-weight: 400\">\u201cNo words to describe all the help I got on this ticket. Thank you very much to all the team.\u201d<\/span><\/i><\/p>\n<p><b>Hand Lab:<\/b> <i><span style=\"font-weight: 400\">\u201cGreat communication and quick responses to our tickets, thanks!\u201d<\/span><\/i><\/p>\n<p><b>Summa Solutions: <\/b><i><span style=\"font-weight: 400\">\u00a0\u201cI wanted to tell you that your support team is stellar. Please, let them know that we are very grateful for their help and patience.\u201d<\/span><\/i><span style=\"font-weight: 400\">. <\/span><\/p>\n<p><b>Swarming Technology:<\/b> <i><span style=\"font-weight: 400\">\u201cTook care of my issue with no additional questions and even followed up when I forgot to respond.\u201d<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400\">Our partner <\/span><b>Synolia<\/b><span style=\"font-weight: 400\"> took a creative approach when estimating the job our support team did: <\/span><i><span style=\"font-weight: 400\">\u201cTeam Oro right now:<\/span><\/i><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-146185\" src=\"https:\/\/oroinc.com\/b2b-ecommerce\/wp-content\/uploads\/sites\/3\/2025\/08\/too-easy-gif.gif\" alt=\"too-easy-gif\" width=\"500\" height=\"436\" \/><\/p>\n<p><i><span style=\"font-weight: 400\">Too easy for you!&#8221; (<a href=\"https:\/\/m.popkey.co\/e3da6a\/NlekL.gif\">Image source<\/a>)<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400\">To analyze and constantly improve the quality of our OroCRM support, we monitor satisfaction levels based on client ratings. According to the statistics, the average annual rating provided by our customers is <\/span><i><span style=\"font-weight: 400\">4.6<\/span><\/i><span style=\"font-weight: 400\"> out of <\/span><i><span style=\"font-weight: 400\">5<\/span><\/i><span style=\"font-weight: 400\">. The partners\u2019 annual satisfaction rating is<\/span><i><span style=\"font-weight: 400\"> 4.9<\/span><\/i><span style=\"font-weight: 400\"> out of <\/span><i><span style=\"font-weight: 400\">5<\/span><\/i><span style=\"font-weight: 400\">. Last month customers gave us 5 points out of 5 confirming we&#8217;re heading in the right direction.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Thumbs up to the support reps! <\/span><\/p>\n<p><span style=\"font-weight: 400\">The Oro team is very proud of the positive feedback we get from our customers and partners. Clear communications, prompt resolution timeframes, and satisfied customers are the goals of our services team.<\/span><\/p>\n<h2>Conclusion<\/h2>\n<p><span style=\"font-weight: 400\">We believe that Product and Service walk hand in hand and as such, we assign a high priority to customer care. To ensure we keep our clients satisfied after they acquire the products, we tend to assess the quality of our support services. Down the line, we are looking to scale support operations to constantly meet and exceed the expectations of our Enterprise customers throughout their journey with OroCRM.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Would you like to learn more details about the customer support or SLAs? Don\u2019t hesitate to <\/span><a href=\"https:\/\/oroinc.com\/orocrm\/contact-us\/\"><span style=\"font-weight: 400\">contact us<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When looking for a viable enterprise-class software, companies often assess product\u2019s features and performance capabilities first. However, getting the new technology is not enough to ensure your organization has a positive product experience. As solutions designed for multi-tenant needs (i.e. CRM systems) have a sophisticated back end, getting native support from the vendor is as [&hellip;]<\/p>\n","protected":false},"author":44013,"featured_media":0,"comment_status":"open","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"footnotes":""},"categories":[208],"tags":[133],"class_list":{"0":"post-146184","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-sales-marketing","7":"tag-orocrm"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Kudos to Our OroCRM Support Team: Product and Service Belong Together | OroCommerce<\/title>\n<meta name=\"description\" content=\"Getting the new technology is not enough, getting native support from the vendor is as critical as getting the required out-of-the-box features.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/kudos-support-team-product-service-belong-together\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kudos to Our OroCRM Support Team: Product and Service Belong Together | OroCommerce\" \/>\n<meta property=\"og:description\" content=\"Getting the new technology is not enough, getting native support from the vendor is as critical as getting the required out-of-the-box features.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/kudos-support-team-product-service-belong-together\/\" \/>\n<meta property=\"og:site_name\" content=\"OroCommerce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OroCommerce-333319140210515\/\" \/>\n<meta property=\"article:published_time\" content=\"2017-03-01T17:10:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-20T13:06:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/oroinc.com\/b2b-ecommerce\/wp-content\/uploads\/sites\/3\/2025\/08\/too-easy-gif.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"436\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Oro Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@orocommerce\" \/>\n<meta name=\"twitter:site\" content=\"@orocommerce\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Oro Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/kudos-support-team-product-service-belong-together\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/kudos-support-team-product-service-belong-together\/\"},\"author\":{\"name\":\"Oro Team\",\"@id\":\"https:\/\/oroinc.com\/b2b-ecommerce\/#\/schema\/person\/4668389a908cbec4f872097fc097bb4b\"},\"headline\":\"Kudos to Our OroCRM Support Team: Product and Service Belong Together\",\"datePublished\":\"2017-03-01T17:10:50+00:00\",\"dateModified\":\"2025-08-20T13:06:06+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/kudos-support-team-product-service-belong-together\/\"},\"wordCount\":662,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/oroinc.com\/b2b-ecommerce\/#organization\"},\"image\":{\"@id\":\"https:\/\/oroinc.com\/b2b-ecommerce\/blog\/kudos-support-team-product-service-belong-together\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/oroinc.com\/b2b-ecommerce\/wp-content\/uploads\/sites\/3\/2025\/08\/too-easy-gif.gif\",\"keywords\":[\"OroCRM\"],\"articleSection\":[\"Sales &amp; 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