Announcement 06/18/21: Knowledge Base and Chat

 

 

Chat hours are from 6:00 am to 3:00 pm Pacific Time

WHAT'S NEW

Beginning on Monday, June 21, 2021, we are rolling out two new ways to get technical support.

• Online Chat: a faster, easier way to get in touch with one of our support specialists. 
• Knowledge Base: an easy way to search for answers to your questions 

Both new support options will be available on our website: www.trestechnologies.com

ONLINE CHAT

Our new online chat makes it easy to get in touch with one of our advanced support specialists to help with any of your support questions. Just visit our support page, click on the Help button at the bottom of the screen, and you’ll be connected with a specialist. 

Online chat will be available beginning Monday, June 21. During the first two weeks, we’ll offer chat support during peak hours of 8am-Noon Pacific time. Beginning Thursday, July 1, 2021,we will extend the chat hours.

KNOWLEDGE BASE (KB) Along with online chat, we’re excited to launch a new, improved KB (knowledgebase) to make it easier to find answers to your questions online or outside of business hours. Instead of searching through various resources on our website, the new KB will make it easy to find what you’re looking for in one place. Preparing our KB is an ongoing process, and our training and support teams will be constantly updating it with all the documents and training information from our existing website, responses to frequently asked questions and best practices from support. Additionally, new topics will be added regularly, so check back often.  Our KB is organized by product category so you can easily browse for what you’re looking for. We think you’ll find the keyword search to be the best way to find the answer you’re looking for.

Want to be a KB power user?  You can search the KB by entering a question, keywords, or phrases. When you use keywords, the KB will look for each word independently, so just type in Vendor and Balances will find any article with either of those words. But if you enclose your search in quotation marks, (“Vendor Balances”), it will limit your results to only articles that have that exact phrase

NEW EMAIL ADDRESSES

Now that Trams and ClientBase are part of Tres Technologies, our email addresses have changed. Going forward, you can reach us by email at the following addresses: 

• [e-mail]
• Contact our support team for help with Trams Back Office, ClientBase, CBMS and any other technical support related questions. 
• [e-mail]
• Our billing team can help with any questions about your account billing.
•  [e-mail]
• Want to learn more about or add another product or service? Our sales team stands by ready to help. 
• [e-mail]
• Do you have a general question or are you not sure which of the above departments to contact? Email us here to reach our administrative team and they’ll make sure to get you to the right person to help. 

WHAT'S CHANGING

Our advanced support team are on the frontline 

• When you contact the support team at Tres Technologies, your first contact will be with one of our advanced support specialists. 
• Under Sabre, technical support was provided by two levels of support. The call center was comprised of Level I support representatives who were able to answer basic questions. Level II support was provided by an advanced team of support specialists by email. 
• Removing the tiered support format, we will attempt to resolve most questions with your first contact. 

With the launch of these new support options, we’re also changing some of the existing ways you can contact our support team. 

Telephone Support 

With the launch of online chat, we will sunset our incoming telephone support line beginning July 5th and online chat and email will be the primary methods for contacting our support team. 

WHAT HASN'T CHANGED

Longtime Trams and ClientBase customers will remember familiar name and faces of team members at Trams and our passion for providing the highest level of customer service. Now that we’re reunited, we're happy to bring that same passion back. 

 

We think you will agree that by focusing on our advanced support, better systems and technology usage, our support will be better than ever. 

We appreciate your business.

Lee

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