Customer
Care
Our customer care involves 24/7 telephone product support, demo and training options, online help and printed manuals for software applications, as well as a variety of on-site services.
Caring for our Clients
Franwell has streamlined our customer service and product support options to facilitate quick responses. There is one call line for any customer concern, from billing to technical support. Messages are routinely monitored and channeled to the appropriate representative.
- For any questions or issues, please call
863.583.0228 and
listen to our new menu. Leaving
a detailed message enables us to select the best means of meeting your
needs.
- If you prefer to send an e-mail request,
Please call for specific e-mail contact information, as we no
longer post e-mail addresses on our Web sites. It is helpful to
state the nature of your message in the subject line.
- Another way to contact Franwell for
service or support is to send a FAX to
863.248.4947. This is especially helpful when you have a
question about a product that involves reporting features.
We want you to know that every Franwell team member is responsible for customer care. That's why Franwell provides 24/7 telephone support. Our technicians are dedicated to resolving problems and we welcome your suggestions regarding how Franwell can improve our products and services.
If you have questions regarding the services to which you are entitled, please review your Software License Agreement and your Annual Maintenance Agreement.
Other Product Support Options
Online and Printed Manuals
A printed user's guide is available to licensed Agware and FarmJournal users, in addition to the online help system included with your software as a main menu option. For Agware, there are "How to" sections that cover the varied actions representative of your produce operation. Our Agware online help appendix includes a detailed Financial Accounting manual. Additionally, quick tips and context sensitive help are an integral part of your Agware system.
If you need a print supplement, such as the Agware System Setup Manual, or the Financial Accounting Overview, please call 863.583.0228.
- For
Agware and FarmJournal clients, your first line of support
should be your Online Help which you can easily access from the main
menu, or the printed User Guides provided with your software at
installment. How-to information is at your fingertips.
- Upgrade
service for enterprise applications is handled through remote Internet
connections.
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When Contacting Customer Care
For general product inquiries, including how to use your software, or for questions regarding your account, please call 863.583.0228. Please listen to the menu to make your selection.
- It is
important to provide your name, company name, and state the nature of
your issue. Franwell will determine how to route support calls;
however, the appropriate person will respond to your need.
When you wish to speak only with a particular individual, it is still important to state the nature of your business. If that person is unavailable, another Franwell representative may be delegated to receive questions, comments, and relay messages for a return call.
- If the
person with whom you initially speak is not able to provide an
immediate resolution, your issue will be referred to someone who
can answer your questions or resolve the difficulty.
- If a
response must be deferred, we call you back as soon as possible. We are
committed to finding the best, as well as the most time-efficient,
solution for every client concern.
- Common support concerns are:
- Addition/Removal of system keys for changing number of users
- Network Connection changes
- Readiness for database update
- Setting up new users/new E-mail accounts
- How to handle various accounting transactions
- Filtering parameters for enhanced report functionality
- Connections with peripheral hardware (such as a printer)
We find that the majority of product questions can be answered by consulting the Help resources included with your product. We also find that most "problems" are actually training issues.
Additional Franwell Services
Demos and Training
We offer product demonstrations and training both online and in person. The most cost effective means of viewing our applications is through our online Meeting Center. However, for a hands-on examination of our RFID systems, and more in-depth instruction, we invite you to visit our lab and training facilities located at our Plant City, Florida headquarters.
- Currently we are not
offering product downloads, with the
exception of free or trial version products on our Agware Web site.
- Find out
for yourself how our products and integration services work by
scheduling a personal demonstration. Seeing RFID technology in use, or
a great enterprise software in action, is the best way to determine how
Franwell can help meet your technology needs. Call 800-639-1615 or
863.583.0228 .
- In
addition to online product demonstrations we also offer online training
courses as brief refreshers or to cover specific areas of activity.
Contact our
sales office to schedule product training sessions. We do not recommend
online training to take the place of full, on-site instruction for new
Agware users.
Online training can work for small groups, but we recommend designating
time away from your offices for better focus without distractions.
- Our own
training facilities accommodate a class size of twelve quite
comfortably, but arrangements can be made to include more members of
your sales, accounting, or warehouse management group.
- If traveling to Franwell is not convenient for your company, we can also arrange for Franwell personnel to conduct classes or provide one-on-one training at your facility.
RFID System Integration
Franwell works very closely with each client from start to finish. Each case is unique and you will be directly in touch with the Franwell individuals who are implementing your RFID system. For any general questions, please contact Franwell by telephone 863.583.0228.
A Friendly Reminder Before You Call
All Franwell representatives consider it a pleasure to assist our clients. Please help us serve you more efficiently by observing the following guidelines:
- Please
provide your name, company name, and state the nature of your issue to
whomever answers your call or when leaving a message.
- For RFID
issues, please state the nature of your concerns and the name of
the Franwell representative with whom you have been working. Generally, RFID clients will be in direct contact
on a regular basis with the representative responsible for your
deployment.
- For Agware
or FarmJournal technical support issues, please use your
Online Help files or printed manuals first to see if
the answers you are looking for have already been provided.
If your questions are not covered in the User's Guides, we want to know
about it so we can provide appropriate corrections and updates. There
are troubleshooting sections dealing with possible issues as well as
step-by-step "How To" procedures to guide you through each action that
can be taken in Agware.
-
Questions about how to use your software are non-technical in nature
and do not require the intervention of a programmer. For non-technical
questions, please contact "customerservice" at Franwell.com and we will
be happy to help you with product features and functionality. Technical
support is discussed in the next section.
- Local clients who rely on Franwell for
network and peripheral hardware support are to follow the same support
procedures as for any other customer need.
Necessary Information for Technical Support
When you contact us for technical support, please be ready to provide the information we need from you.
- Your
name and company name
- Your
telephone number and extension
- The
program, Version, and component you need help using
- A brief
but specific description of the problem
If a technician is available, you will be transferred; if not, the technician will call you back. The technician may have further questions as to exactly what changes may have occurred since the programs performed normally.
- Did you
change hardware, configuration, procedures, or employees?
- What
precise actions did you take just prior to the problem encountered?
- What
have you tried to do to correct the problem? (i.e., did you check that
printer settings were correct, did you log in again following changes
to your user actions or system settings, did you check your selections
for correct date range, etc.)
How To Contact Us
Our normal office hours are between 9:00 a.m. and 5:00 p.m., Eastern Standard Time. Support is not limited to our office hours, however. Our technicians return your calls 24 hours a day, 7 days a week. We check our technical support line at regular intervals to insure a timely response to all concerns.
There are several ways to contact Franwell for support:
- Please call for specific e-mail contact
information, as we no longer post e-mail addresses on our Web sites.
- For
support at any time, call 863.583.0228
and please follow the menu for the correct extension.
- Fax your questions to 863.248.4947.
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