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Customer Service
Our size enables us to deliver service our competitors simply cannot match.
We help project manage the installation of ediEnterprise, ensuring full data integrity and that your new systems function flawlessly. We also assist with staff training.
Our technical support includes a CargoWise edi help desk that is available weekdays and most public holidays as well as 24/7 emergency support.
We also guarantee response times on service calls and provide high levels of customer service with a well-resourced team of first, second and third level customer service staff.
Customer Service Call Centre Details
Email
support@cargowise.com
Phone
Australia 1300 853 121
New Zealand 0800 334 787
Singapore 6546 7792
USA 847 364 5600
Overseas +61 2 8001 2222
Customer Service Options
CargoWise edi also offers the following customer services
Standard Hour Service
Help Desk Response between office hours on any Business Day. At anytime this contract can be upgraded to the 24 x 7 Support service below
24 x 7 Support Service
Help Desk Response 24 hours per day, 7 days per week (24/7) is available for those customers wishing to have their operations support out of standard office hours. This 24 x 7 Support Service is at an additional
cost. At anytime your contract can be upgraded to this service
The Customer Service Centre is here to help you get the most out of our software and associated systems. The Customer Service Centre offers Support in various different areas. We understand that you have a job
to do, and you need to get back to it - that's why we've made it our job to help you use our software and supporting systems as easily and as painlessly as possible
Nominated Callers
Each ediEnterprise customer is asked to select a skilled, knowledgeable and trained staff member to be the Nominated caller. Any calls to the Customer Service team have to be routed through these Nominated
callers. This is to ensure that the nominated caller understands the entire system and they at times can resolve issues prior to calling the Customer Service team.
Telephone Support
We have a team of professional Customer Service representatives with backgrounds in freight forwarding, customs brokerage and accounts at the ready to assist you with enquiries encountered in day-to-day business.
To use this service your nominated caller must call Customer Service to log their call with the Customer Service Centre and in turn you will be provided with an incident number. This is a reference number and should be quoted whenever referring to this problem.
Once a call is logged and an incident number issued, your call will be returned when your incident is next in queue. edi Customer Service Team will investigate your problem and if they cannot resolve the incident it will then be passed to second level. Any response from the Customer Service Team requires an incident to be registered before the response time commences.
The four hour response time begins when the incident has been logged.
The four hour response time begins when the incident has been logged, not from the time the Customer sent the email.
Automatic Upgrades and Release Strategy
Choose new levels of stability and quality or choose to access the newest features even earlier with our new ediEnterprise software quality assurance program!
When it comes to software updates, often you have to wait through many weeks of testing before the developer declares the new feature ready
For some this is fine, since they prize stability above all, but others desire critical new features as early as possible. It's so important that they don't mind the risk of running into the odd bug
That's why at CargoWise edi we have a quality assurance program for ediEnterprise that allows you to choose having a stable, exhaustively tested build or the newest features immediately
How the ediEnterprise software quality assurance program works
The ediEnterprise software quality assurance program allows you to match your business process requirements to any of four levels of software quality assurance and feature set access
The four levels relate to specific versions of the ediEnterprise system that have had more or less exposure, testing and use by our testing systems, development partners and clients.
The higher the level, the more stable, mature and with fewer potential errors within the release - each successive level will have benefited from closer testing and represents greater numbers of commercial clients
using the release live and in production.
