On a monthly basis, the vendor monitors its users to identify those who have stopped using support services. None of this is to say, however, that Applied has no concerns about the future with regard to the shrinking universe. Later in the article we'll learn some of the ways in which the vendor plans to deal with that challenge. Disregarding the high and low figures, the average agency now has nine terminals, up from eight three years ago. The user of an Applied system pays a base fee for the product, plus charges for per-user licenses, training and, after the first year, for support.
Agents also pay a maintenance charge for interfacing with carriers.
System upgrades are provided free of charge to users who are current with their support and maintenance fees, Kellner says. An attitude of attentive listening, backed up with responsive action, builds customer loyalty far more effectively than the jazziest high-tech innovation or the lowest price. They care what users think and feel, and they're very proactive in resolving problems and correcting oversights. We work closely with Applied's software engineers. The committee prioritizes the requests, then forwards them to Applied.