Support for our customer service software

Futura is committed to giving its customers the highest level of support. 

We believe support is about the big issues: speed of response, quality of training and the commitment to making the relationship work. Therefore we design, install and support the system past the set-up and roll-out phase to ensure success. At Futura, we believe in staying close to customers and our dedicated team of support professionals is used to focusing on solving your problem and ensuring it stays solved.

Our dedicated UK-based support team communicates directly into a till to diagnose a problem and rectifies faults remotely - this personal touch, fast turnaround and clear 'whole-system-accountability' is one of the reasons for our success.

Our 15 years' experience of ongoing service to the retail trade has taught us that retailers prefer a fixed fee for unlimited support on tap rather than a per-call basis (so no complicated service level agreements). This is because a problem affecting a branch network can cause many employees to dial a premium line to ask the support desk the same question. On a per-call basis, this can lead to larger fluctuations in forecast costs. Also our research indicates that if staff feel they can simply call the helpline number without incurring extra charges, they seek support earlier and more serious problems are often avoided. 

To our existing telephone and on-site support, we shall be shortly adding a web-based customer portal with support logging system, so you will be able to quickly download user guide documentation, crib sheets, training documentation and information about the latest version changes.