Customer Support

We are proud to have a fantastic 100% satisfaction rating for after sales customer service and responsiveness. With your success in mind, we offer unlimited support at no additional cost.

Our team gives guidance via phone and email, as well as pointing people to the self-help articles in the online Knowledge Center. During your first year of using a new system, we anticipate you will clarify new processes and ways to use the system, and we are happy to assist.

We also have a ticketing system with Zendesk for questions/issues where all the project managers and customer service technicians can track a question or issue through to resolution. Your implementation project manager becomes your technical support after Go Live and remains at your service for the duration of our contract.

Ideas, Suggestions, Documentation?

Entrinsik relies on your input to determine what customers really want in order for us to make continual product enhancements.  Go to the Support Center and write “Suggestions” in the subject box to submit your own thoughts and ideas for us to review.  Also, if there’s something you’d like to see on our support site which isn’t here, or if you’d like to share any of your own internally created materials with the community, email us at enrolesupport@entrinsik.com

Projects and Consulting

A standard implementation could be as quick as 6-8 weeks depending on other Entrinsik commitments, and any custom requirements you identify prior to Go Live. We recommend keeping the product as it was designed right out-of-the box until you are familiar with the native features and functionality. However, if you find you cannot live without a specific customization, then we will quote and address it.

Most of our recent new customers have achieved exactly as needed with the standard system and they are the quickest to Go Live. During the introduction/implementation phase, your project manager will discuss any custom work with you to determine if the scope may affect your timeline for going live.

Support, Resources & Services

When you become an Enrole customer, you’ll be given access to our knowledge center. Here you’ll find helpful how-to guides, training videos, articles about release notes, new features and enhancements, and webinars, or you can submit a support ticket.

Our web-based user interface, Enrole, and our client-based predecessor, Semtek, are supported and maintained by Entrinsik. Questions about Enrole and Semtek can be answered by visiting our Knowledge Center.

 

Enrole knowledge center