Aladtec Incorporated
2910 Enloe St.
Suite 100
Hudson WI 54016
888.749.5550
715.690.2300
Our Commitment to Customer Support
At Aladtec we take great pride in the quality of our customer support, both before and after the sale. Our goal is simple - to treat people the way WE like to be treated. To accomplish this, we do the following:
We Use Our Own Sales/Support People
We never use outside sales reps or call centers. EMS Manager and FIRE Manager can only be purchased through our own non-commissioned Aladtec employees. Many outside reps have contacted us. But we've turned them all down because we just don't believe they will give you the level of support that our own people will provide.
Our Sales People are also Our Support People (and vice versa)
The person who answers your questions before the sale will also be responsible for your support after the sale, so we won't let you buy something unless we're confident it will meet your needs.
No High-Pressure Sales Pitch
You'll never get a high pressure sales pitch from any of our people. When you are considering a purchasing decision, our sales/support people are paid to help you learn about our product and help you determine whether or not it will meet your needs. If you become our customer, their job is to support you and to make sure we exceed your expectations.
Our Own Skilled Engineers
Our customers rely on EMS Manager and FIRE Manager day in and day out. That's why we never ship engineering out to low cost overseas programmers or contractors. We hire expert software engineers, and we treat them well with generous compensation, vacation, health care, training and meal benefits.
Free Setup
We never charge a set-up fee like some companies do to 'lock' you in. We'll take the time to understand your current processes and then work with you to configure EMS Manager or FIRE Manager to best meet your needs.
Fast and Reliable Hosting
We don't scrimp on hosting. Our dedicated servers are located at a highly secure world class facility and they are monitored 24/7 by the same hosting and security experts who have been part of our team for more than ten years.
Your Satisfaction Guaranteed
If you decide to use EMS Manager or FIRE Manager we will mail you a NET 30 invoice. If you decide our system won't meet your needs within those first 30 days, simply tell us and rip up the invoice. If you pay the invoice and then decide to quit using EMS Manager or FIRE Manager within the first year, simply tell us to disable your access. We'll send you a refund within 14 days for the unused portion of your subscription.
Free Training
We make every effort to keep EMS Manager and FIRE Manager as easy to use as possible. This lets us provide your administrator(s) with free and unlimited telephone and email support. We've been asked many times how much we charge for on-site training. We always say "let us first train you over the phone". If you still think you need on-site training we'll charge you just enough to cover our expenses. So far, no one has ever needed the on-site training. By offering free training we force ourselves to keep our systems as easy to use as possible.
How Can We Offer All This Without Charging Extra For Support
We know there are plenty of MBA's out there that would tell us we're crazy, but it really works. We keep our customers happy and they provide us with great word of mouth advertising. Since most of our new customers come to us from current customers, we keep customer satisfaction high, and we keep our sales and marketing costs low.
We haven't written a book on customer support yet
... but someday we just might.