How We Serve You
Responsive User Support
Our support team is led by seasoned accounting professionals with direct experience working in regional and national firms. The majority of inquiries to support are directed through our on-line customer support which is staffed by the same team - with a 95 percent success rate in responding to all such inquires within two hours; however firms can elect to call support directly as needed.
We provide multiple levels of support including email responses, direct phone support, web based interactive support, and access to online tutorials. We utilize GoTo Meeting software that allows us to troubleshoot specific issues remotely and take control of users desktops if required.
All users have access to support. Our support hours are 7:00 a.m. – 10:00 p.m. EST Monday through Friday, with extended support on Saturdays from January 1 - April 31.
A complete online Help section is accessible from every page within XCM. Online Help includes a full User Guide outlining all of the relevant elements of the XCM software including all utilities and advanced functionality, as well as an overview of all the reports available in XCM. Links to short, on-demand training videos step users through the day to day use and queries within XCM (“How do I…” videos). The Help menu also includes links to the schedule for Prescheduled Web Based Training Sessions and access to the support team.