Technical Support Overview
Whether you are new to Collect! or have used the system for years, we are here to help you optimize your use of Collect! receivable management software. Your cloud subscription or purchase of Collect! includes free system installation and one-on-one orientation and training plus optional implementation packages. Collect!’s Standard Membership, included in cloud subscriptions and optional for premise users, provides free Help-Desk support, access to additional resources in the Collect! Member Center and reduced rates for technical services. Our massive online Help documentation is available 24/7 and accessible directly from the application. Skilled technicians are available for customization, consultation, and additional training.
New Users
- Installation Included
- Free Orientation & Training Hours Included
- Online Help Documentation
- Help Desk Support
- Optional Technical Services
Cloud Users
- Membership Included
- Maintenance & Backups Included
- Updates & Upgrades Included
- Online Help Documentation
- Help Desk Support
Premise Users
- First Year of Standard Membership Included
- Optional Membership after First Year
- Variety of Membership Options
- Online Help Documentation
- Help Desk Support for Standard Members
Help Desk Support
Live in-house Help Desk support is available at no charge to all hosted subscribers and standard members for application questions and basic troubleshooting. Subscribers and standard members can connect by opening a support ticket, sending an email or placing a phone call. Trained technicians are available to answer questions and provide resources on Collect! features, processes and configurations.
Collect! Membership
Collect! membership provides a wealth of resources and support as you work with and customize your instance of Collect!. Cloud subscriptions include Standard Membership on an ongoing basis; premise purchases include Standard Membership for the first year. After the first year premise users have the choice of continuing their Standard Membership, opting for Updates-Only Membership or allowing their membership to lapse. Membership can be renewed at any time.
Standard Membership includes:
- Free access to Help Desk Support
- Over 60% off on technical rates
- Member pricing on modules and additional seats
- Priority technical services
- Weekend and holiday emergency call back (Subscribers & Standard Members only)
- Free software updates within your major version of Collect!
- Access to the Member Center containing training videos, update links, version histories, report and letter libraries, partner integration materials, technical utilities, the support ticket system , remote access and the Collect! client portal.
Updates Only Membership Includes:
- Over 60% off on technical rates
- Member pricing on modules and additional seats
- Free software updates within your major version of Collect!
Optional Onboarding Services
Most new users book some technical services to build the customized tools they need to get off to the best start possible. Smaller sites usually need a new business import map and the individualization of a few letter templates. Larger sites often also need modifications to stock reports, custom run plans, screen edits, letter service files and other customizations to suit their individual workflow requirements. Collect! offers a 20% discount on technical services for 60 days after purchase to make customization more affordable for new users. Discuss your needs with your sales representative during the sales process.
One-on-One Training & Walk-Throughs
If you want to learn more about any Collect! function or want a walk-through to explore further automation, our technicians will use remote access to provide individualized training on the functions you are interested in. Additional training and walk-throughs are paid technical services.
Configuration & Customization
While Collect! comes with a full set of default industry standard settings so you can begin work immediately, Collect!’s flexibility means that your instance of Collect! debt recovery software can be configured and customized as much or as little to suit your unique workflow needs. We are here to help you configure the system, program automations, and build custom tools that will improve your collection efficiency. Collect!’s configurations and customizations fall into these two main categories:
Configuring Settings
- Contact Plans
- Payment Types
- Work Queues
- Access Levels
- Status Codes
- More
Building Custom Tools
- Reports & Letters
- Import Maps
- Writeback Reports
- Utilities
- Data Exchanges
- More
Custom Reporting
You may have specific report and letter requirements that Collect! report and letter template libraries do not meet. You can make use of our proprietary Report Generator, alternatively our report specialists are available to build reports and letters to meet your exact requirements
Consulting
Leverage our technical staff’s experience to improve how you use Collect! receivables management software. Collect! users often know that there are further system optimizations that would boost efficiency, but aren’t quite sure where to start. Our specialists will work with you to investigate your current practice and workflow needs, propose immediate improvements and present possible additional improvements.
Data Migration
Separate from new business imports, data migrations are required to transfer the entire data set from another system into Collect!, either at the time of purchase, or as the result of an acquisition. Our skilled and experienced technicians manage data examination, discovery, test cut-over for data validation, and the final cut-over. We offer Do-It-Yourself, Express, Time & Materials and Major Migration options. Most data migrations are Major Migrations; they are large projects that require advance planning and lead time. We pride ourselves on high-quality in-house migrations managed by experienced technicians who will work with you for a smooth onboarding.
Feedback for Further Development
From the beginning, Collect!’s development has been driven primarily by user requirements. We welcome feedback on how Collect!’s features can be improved and what new features our users would value. We are often seeking beta sites or user evaluations for new integrations and modules.
Contact Us
Please review our Support Policies and Procedures for an overview of our Technical Support offerings, how you can contact us to address technical issues, or to arrange for a time and materials contract to be developed with you to meet your specific collection workflow requirements.
