Enmark’s Customer Support Team

For more than 40 years, our support team has worked closely with our customers to ensure they are getting the most out of their Enmark software. Our philosophy embraces conversations and learning over pre-designed answers. Learn more!

Ensuring our customers’ success

Anyone who uses an ERP system has experienced a moment when you realize the software that runs your business is doing something unexpected. Did you enter data incorrectly? Is it your network? Is it a bug? And most importantly, how do you fix it?

No matter how well your staff has been trained, no matter how good your internal IT team is, issues will arise that you cannot resolve on your own as quickly as needed. When this happens, you will likely rely on the system’s support team to explain and fix the issue. Enmark’s support team serves as the front line in our commitment to ensuring that all customer questions are answered and that every one of our customers is successful.

How we have grown!

For more than 40 years, our support team has worked closely with our customers to ensure they are getting the most out of their Enmark software. Over the past year, the number of service centers using Enmark software has grown tremendously, due, in part, to our acquisition of Bayern Software in January 2024.

Growing our support team has been a top priority over the past year. Significant and continued investment has allowed the team to grow significantly and add new tools and technology. As a result, we are responding to issues more quickly and continuing to improve and train new team members.

Our philosophy

Enmark’s support team lead, Kathi Dvorin, says “We are fighting the cookie-cutter, AI-driven approach to support.” In order to truly partner with our customers and provide them the support they deserve, we take the following approach:

1. Digital-first support requests – We ask our customers to submit all support requests via email or through our online support system. This allows our team to triage issues, perform research if necessary, and assign the request to the team member best positioned to resolve the issue quickly. This allows the responding team member to deliver the best options and answers, and to provide a high level of one-on-one support.
2. Asking the right questions – The longer it takes to understand an issue, the longer it will take our support team to resolve it. We strive to provide our customers with the tools and training to make every support interaction as productive as possible. Every support request includes a “customer story” that explains the issue and the solution that the customer is looking for. Combined with the steps required to duplicate the issue, this allows our support team to respond quickly and accurately.
3. Providing support that exceeds expectations – Our support team works together to ensure that not only is every support question answered as thoroughly and quickly as possible, but to also go above-and-beyond the customer’s expectations. This may mean pointing out an easier way of accomplishing something with the software, providing additional training material, or checking in after a call to make sure everything is still running smoothly.

Another key tenant of our support philosophy is that we meet every customer where they are. This means that we never assume a level of software or technology expertise – and we recognize that our customers are metal service centers who should be spending their time building their business, not maintaining software systems.

“Enmark is always there for anything you need,” says Debra Lavin-Martin, the Accounting Manager and Systems Administrator at Certified Steel. “They spend even more time with you after you purchase the software than they do before, unlike other companies I have dealt with.”

The goal at the end of every call? For our customer to say, “I learned something new today and I am glad I work with Enmark!”

Our team

A tremendous amount of time and effort goes into training a support team member at Enmark. New team members undergo 3 months of initial training, and then are shadowed by a senior support team member for an additional 3 months before they respond to customer issues on their own.

The importance we place on training new and existing team members is critical to ensuring the high-level of support that our customers expect and deserve. While everyone on our support team has a thorough knowledge of Enmark’s Eniteo ERP system and other Enmark systems, most of our staff have areas of specialization. Because our customers are so diverse as well, our team members may specialize in working with different types of customers based on size, complexity, and type of service center. This means that when a support request comes in, it is routed to the team member best able to handle the issue.

Expect Enmark’s support team to work with you until an issue is fully addressed. They have even been known to join meetings with accountants, auditors, and outside consultants to make sure their questions are being answered accurately. Also know that our team is deeply curious – so don’t be surprised if one of the first questions you get asked is “Why, what are you trying to accomplish?”