The 4 Best Vendors for CMMS Support

by:
on September 29, 2016

A maintenance management system provides the tools and functionality to help a team transform their reactive plan into proactive practices. So, take a look at our CMMS reviews, make a decision and save time and money way into the future. Simple enough, right?

Unfortunately, a company can’t just plug in software and begin reaping the benefits—a successful software investment requires a goal, a plan and ongoing support to be as effective as possible.

That last part is particularly important, but support is often an afterthought; It’s only mentioned by about five percent of people who contact Software Advice for help.

However, CIO.com, among other publications, says vendor support is a key factor to ask about when evaluating software.

Software seekers need understand that support is critical to long-term software success before they buy. In general, support services help companies to:

Role of CMMS Vendor Support Services

Fixing bugs and providing maintenance keeps your system healthy and up-to-date. Sometimes users encounter glitches that slow or halt operations; Vendors, especially those offering cloud deployments, can update the system to address these and other issues overnight, in many cases.

Accommodating custom requests means adding functionality to a system to tackle a problem specific to your organization. Maybe you need additional or customized fields in a work order. Vendors are often able to provide these, and even more complex, additions for customers.

Solving everyday software issues with personal help or resources is invaluable for questions you just can’t figure out on your own. Whether it’s by phone, email or chat, most vendors are prepared to respond quickly to resolve your issue and get you back to work.Do you use a system listed on our site? Visit our reviews page to leave a review for any system you use.

MaintenanceEdge by Dude Solutions

Average support rating: 4.0 out of five stars.

Dude Solutions is one of the leading vendors providing schools, governments, manufacturers and other industries with maintenance and facility management solutions. And, according to Software Advice reviews, their training, phone and chat support services seem to deliver value for users.

When a system bug is holding back your operations, it’s clearly a big perk to have someone pick up the phone immediately, or at the very least, respond within a reasonable time.

In addition, vendors with high ratings in support like Dude Solutions offer multiple avenues for asking questions to make sure customers can reach them using the method that is most convenient (chat) or the most familiar (phone).

Many vendor support personnel stay in close contact with specific clients to establish a comfortable working relationship, and they can proactively offer tips, best practices or new modifications to help clients avoid costly problems.

Dude Solutions’ general help page
 

By choosing a vendor with support services such as Dude Solutions, buyers can know they are investing in more than just software: They’re also investing in a relationship with a technical support professional who can guide them well into the future.

Key support details:

  • Live phone support available Monday through Friday, 8 a.m. to 6 p.m. EST
  • Support by email and chat
  • Online resources include best practices, document library and a video learning center

View our description, screenshots and other user reviews for MaintenanceEdge.

Do you use MaintenanceEdge? Write a review here.

FTMaintenance

Average support rating: 4.8 out of five stars

FTMaintenance from FasTrak Softworks, Inc. offers the core functionality of a CMMS, with modern mobile accessibility, in a simple user interface.

Some of the FTMaintenance users are quite excited about their experiences with support, indicating a strong commitment to quality support from the vendor.

This is the type of review that is likely to influence prospective software buyers, as it shows an example of how support can solve problems in a reasonable amount of time.

It also shows that the support person you speak with will know how to answer your question without having to consult management or dig through manuals.

When involved in training, users should feel like they’re able to ask questions about anything without being made to feel dumb or bothersome. This reviewer had a great experience with the support staff’s attention-to-detail and patience.

Support page on the FTMaintenance site
 

With the purchase of FTMaintenance, you should expect timely, friendly and patient guidance into the features and functionality of your new system.

Key support details:

  • Live phone support available Monday through Friday, 8 a.m. to 5 p.m. CST
  • Email support
  • Online resources include ongoing webinars Tuesdays and Thursdays

View our descriptions, screenshots and other reviews for FTMaintenance.

Do you use FTMaintenance? Write a review here.

MPulse

Average support rating: 4.7 out of five stars

MPulse provides a full-featured CMMS in several versions designed to meet the needs of any size organization, with several add-on modules to extend functionality.

In the reviews, users appreciate the vendor’s response time and willingness to work directly with clients to solve specific problems.

Vendors with strong support will take time to work with a customer’s problem and, as the reviewer says, this helps establish a level of trust that they can help anytime.

In addition, MPulse support personnel also offer their opinions on the cause of an issue, whether it’s due to the software, user error or bad practices.

This is an example of how vendor support can go beyond answering questions and actually play an active role in solving a problem. A vendor or user can suggest new functionality to address an issue by building a tool specifically designed to solve it.

The MPulse resources and support page
 

MPulse support services help clients reveal causes of problems and will take time to customize a solution with a tool or additional training and consulting.

Key support details:

  • Live phone support available Monday through Friday, 8 a.m. to 5 p.m. PST
  • Support by email or text
  • Online resources include a support portal with a knowledge base and how-to videos

View our description, screenshots and other reviews for MPulse CMMS.

Do you use MPulse CMMS? Write a review here.

eMaint CMMS

Average support rating: 4.7 out of five stars

eMaint offers a CMMS and enterprise asset management (EAM) system with a large assortment of features that can serve various industries with core functionality, mobile accessibility and the ability to track assets across multiple sites.

eMaint reviews show that their support personnel are easy-to-reach and patient with requests and questions.

Another way vendors can establish trust with clients is by assigning each with a point person to reach out to for questions or requests. It’s also beneficial to have a single person to interact with, so customers don’t have to wade through automated phone systems to get help.

Just like with sales teams, support team members should maintain a friendly, helpful attitude when greeting and assisting clients.

As a customer who is likely already annoyed by a problem, the last thing you want is a dismissive tech support experience. You should find vendors that make you feel comfortable calling for help anytime.

eMaint’s support services page
 

eMaint’s support staff is available to patiently walk you through customizing your system and addressing problems in a friendly, personal manner.

Key support details:

  • Live phone support available Monday through Friday, 3 a.m. to 9 p.m. EST in four languages
  • Support by email or chat
  • Online resources include training and best practices courses, a knowledge base and a community forum

View our description, screenshots and other reviews for eMaint CMMS.

Do you use eMaint CMMS? Write a review here.

Next Steps

You may also like

Preventive vs. Predictive Maintenance and the Benefits of CMMS

3 Small Business CMMS Challenges That Software Can Solve

5 Work Order Apps that Streamline Maintenance Management

Compare Maintenance Management Software