Blue Link Technical Support
Personalized, In-House Support
Support is delivered by Blue Link’s team of experienced and knowledgeable in-house staff. Unlike many other software companies, we rotate experienced consultants and developers through support. This means that when you have a question, you are always dealing with someone who has the necessary in-depth understanding of our software, customer business processes and accounting. All Blue Link support staff work in-house and get to know you and your business in detail and on a first name basis – we understand your unique business needs to provide your business the support you need as quickly as possible.
Blue Link Support
We aim to build a lasting partnership with all of our customers as their trusted technology partner. As a Blue Link customer, your support concerns will always be addressed by a team of knowledgeable, in-house consultants who understand your business and not by a random call center rep who you have never spoken to before, and likely never will again.
Blue Link support is completely personalized which results in you speaking to the same few representatives each time – who get to know you and your business on a personal level. Blue Link is pleased to offer our customers a range of personalized technical support options:
Blue Link Help Site
Access to the Blue Link Help Site is included with your purchase of the software and is accessible from directly within our ERP. Visiting our Help Site is the best place to start to get answers to your questions and for additional training resources. We are constantly adding to the 100s of pre-recorded training videos and Help Articles to help you save costs when dealing with small issues and as a tool for training employees.
E-Mail and Phone Support
In addition to our online Help Site, we also provide support via phone and email. Contrary to popular belief, email is often the quickest way to get an issue resolved, especially compared to phone as it allows our consultants to work on multiple projects at once. Our support team can be reached by email or phone at 1-877-258-5465 x222.
Hours of Operation
Our support team is available from from 9AM to 5PM EST Monday to Friday, with provisions in place for emergency situations and for clients who operate outside of those hours.
Support is billed based on a Service Level Agreement (SLA). Customers can purchase as many or as few hours of support as part of an SLA contract to be depleted every time we help with an issue. This applies to email, phone and online support.
“I love working with the clients – that’s my favourite part. When I call the customers, I have not only a business relationship, but we take the time to ask each other how our weekends were, how we are, what’s new. So that’s important, not only on a business level but even just building that relationship with the customer and knowing that you’re not just an employee at Blue Link, you’re also someone that they can turn to for anything that they might need.”
– Joanne Fazari, Customer Service
Consulting, Training and Customization
Blue Link provides detailed consulting services for both existing customers and prospective clients. During our initial sales process, we engage in detailed discussions and perform a needs analysis and full review of business processes to understand your unique business needs. We offer this same service for all existing customers who wish to automate a new business process, learn about new opportunities and features or find new ways to grow.
For prospective clients, our in-house Business Analysts and Consultants will work with you to help you make the best software selection for your business. This involves a discussion around:
- The current processes of your business – inventory, accounting, order entry and processing, invoicing, purchase orders etc.
- Your unique business requirements and existing feature requirements
- Potential opportunities for improvement and company growth
Our consultants are available to be scheduled for a variety of projects including automation, customization, IT activities, report creation, additional training and more. During a consulting engagement, our team will work with your company to understand existing processes, opportunities for improvement and automation and ways in which you can further utilize Blue Link to grow your business. These types of projects are then estimated and quoted based on the scope of work.
In addition to initial new customer training, Blue Link provides customers with exclusive access to dozens of training videos and documentation available on our Help Site to save your company time and money, and as a supplement to training and support issues. You can also always schedule additional training with one of our consultants.
“The software is working way better than our previous software. The support team has been remarkable, when we submit a case it gets fixed in a very timely manner. We are still working out the kinks but we are getting there.”
– Zach Taylor, Sales Manager, Creager Mercantile
As an all-in-one inventory management and accounting ERP system, Blue Link already comes equipped with a robust set of features. In addition, optional components can be added on at any time to address industry-specific needs – features such as lot tracking, landed cost tracking, point-of-sale, eCommerce and more.
However, we also understand that each business has unique needs and it is these unique requirements that allow you to be successful in the marketplace. We understand that no two businesses are exactly alike and work hard to provide you with the flexibility to customize the software to meet these specific needs. You never have to compromise on finding a solution that works for your business as not only can the system be completely customized, but each year these custom projects are included in your upgrade.
With Blue Link custom development, your specific needs can be addressed on an affordable and upgradeable basis.
Blue Link Custom Development
Every customer starts with the core Blue Link ERP product – complete with inventory management, accounting, contact management, order entry and processing, warehouse management and more. As we learn more about your specific business needs you have the option of turning on any of Blue Link’s optional components – at any time. These additional features help automate processes and provide your business with the flexibility to grow and change.
If your business has unique requirements outside of Blue Link’s product offering, this is where customization comes into play. We understand that every business is different, and as such, we will work with you to determine what (if any) customization is required and then we’ll provide you with a fixed price quote to tailor the software to these specific requirements. Even better, we’ll give you a guaranteed upgrade path, and the price cost is set at a small percentage of the original fee.