Agware Solutions for Agribusiness
Customer ServiceAt Franwell we have streamlined our Customer Care to more efficiently handle our clients concerns. Our 24/7 telephone support line is monitored routinely to assure you that someone will respond quickly to your need. It enables Franwell to route calls to the appropriate representative when we know the reason for your call. E-mail messages to Customer Service will also be routed to the appropriate representative for a timely response.
Your first line of support is your Agware Online Help which you can easily access from the Agware Explorer menu. Or, if you prefer, you may consult the printed Agware User's Guide provided with your Agware software installment. How-to information is at your fingertips. If you have any suggestions on how we might improve our online support, please let us know.
Product Support
This section of our Agware Web site is designed to enhance the support services we provide to our customers. The resources provided will help you obtain technical information to resolve problems, find out what's new, and obtain documentation. Currently, we provide product fixes and upgrades through remote Internet access. At Franwell we support our products in several ways.
Online and Printed Manuals
A printed user's guide is available to licensed Agware and FarmJournal users, in addition to the online help system included with your Franwell software as a menu option. Additionally, quick tips and context sensitive help are an integral part of your online help system. For Agware users, there are "How to" sections that cover the varied actions representative of your produce operation, and the online help appendix includes a detailed Financial Accounting manual.
We strongly encourage clients to use the Help that is provided prior to calling for support. As a first resort, use the search or index functionality to locate the answers you seek. If you would like to order supplementary guides, please contact our Sales and Customer Service department.
FAQs
If you are new to Agware, please check our FAQs to see if your questions are covered here. The questions and answers are informative to someone considering new produce specific software.
Demos and Training
Another way to find out how Agware works is to schedule an online demo. It's hard to believe that a software program can do as much as Agware does without seeing it in action. Our online meeting center can also be used for training sessions. Contact Franwell to arrange special training online or in person, at your facilities or ours. To schedule a demo, please call 1.800.639.1615.
Additionally, we offer group training sessions at your facility or ours. We have found that the majority of our "support" calls are not based on problems with Agware, but are training issues. That is, unfamiliarity with the features and functionality of Agware, creates difficulties for some new users, or those who only use the software seasonally. For training, please call 863.583.0228 x. 227.
Contact a Customer Service Representative
For general product inquiries, including how to use your software, or for questions regarding your account, please call 863.583.0228 and the menu will guide you to the appropriate extension. Also, you may visit our Contact page for more options.
If your questions are non-technical in nature, any of our representatives will assist you when you call. If we don't have the answer you need right away, we'll find a solution as soon as possible and call you back, or connect you with someone who can answer your questions or resolve the difficulty.
If these available measures do not resolve an Agware product issue for you, for additional help, please contact us. Customer Care is a priority at Franwell. If you have any suggestions on how we might improve any of our support options, please let us know.
Technical Support
Before You Contact Us
All Franwell representatives consider it a pleasure to assist our clients. Please help us serve you more efficiently by observing the following guidelines:
If you prefer, another point of reference we request that you use prior to contacting technical support staff is the printed manual provided with your software. If your questions aren't covered in the Agware User's Guide, we want to know about it so we can provide appropriate corrections and updates.
When You Contact Us
When you contact us for technical support, please be ready to provide the information we need from you.
It is possible that a technician will be immediately available to respond to your difficulty, but in most cases you will be called back. The technician may have further questions as to exactly what changes have occurred since the program last performed normally; therefore, it is very helpful to relate the following information to the Franwell representative who takes your call:
How To Contact Us
Technical Support for Monthly Usage Subscribers and Annual Maintenance Agreements:
Our normal office hours are between 9:00 a.m. and 5:00 p.m., Eastern Standard Time. Support is not limited to our office hours, however. Our technicians return your calls 24 hours a day, 7 days a week.
There are several ways to contact Franwell for support:
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