At Genfare, we believe in delivering swift and clear resolutions with little wait time through our Software Service Agreements (SSAs). Inside this technical support package is the Customer Portal – one of the greatest benefits of purchasing an SSA.
What is the Genfare Customer Portal?
The Genfare Customer Portal is an online self-service platform where you can create support tickets and manage repair material authorizations (RMAs). You can also access training materials and documentation. The functionality and convenience give you control over how you interact with our products and solutions, and the reliability ensures you receive maximum support.
What are benefits of having access to the Genfare Customer Portal?
Let’s explore how you can make the most of the features available in the Customer Portal.
Track and resolve technical issues faster
One of the standout features of our portal is the ability to create and manage technical support cases online. You can conveniently submit and track technical support cases directly from the Customer Portal home page. This streamlined process eliminates the need for lengthy phone calls or emails. You’ll have seamless communication with our support technicians as they address your issues promptly.
Technical support cases that are submitted through the Customer Portal are the first priority for our Customer Care team, which means your issue will be resolved even faster than if you called or emailed.
Watch the video below to learn more about how to easily and quickly submit support requests through the Genfare Customer Portal.
Effortlessly manage repair maintenance cases
We want to make sure your Genfare hardware is in service for years to come. Our expert technicians, who know the equipment inside and out, are here to help.
The ability to create and manage repair requests online is a game-changer. All you have to do is submit your support cases directly from the Customer Portal home page and you can track them at any time. Your RMA case will be sent directly to our maintenance team, leading to a quicker response time.
Access comprehensive training and product knowledge resources in one location
In just a few clicks, you have access to the Genfare Knowledge Base – a digital hub full of resources for maintenance staff and everyday end-users.
Here’s what’s included:
- Articles with technical maintenance guidance to troubleshoot hardware or software issues.
- Training videos on how to work and maintain Genfare hardware, and how to better serve riders using Genfare Link.
- A user-friendly search tool for more guidance and support.
Here’s what you need to know to get started
Not only do SSA customers receive first priority for their technical and customer service needs, but they also save money. Rather than paying on a case-by-case basis, you pay an all-inclusive annual subscription fee for endless support.
There are three SSA tiers you can choose from based on your software solution and your staff’s needs. All SSA tiers have access to the Customer Portal.
The tiers determine the number of Customer Portal users, Customer Care support hours, fare structure changes, and system reviews. Here’s a breakdown:
To learn more, take a look at our SSA subscription options here.
Need more reliable tech support? Find your answers in our Customer Portal
Our experts are here when you need technical assistance.
In the meantime, learn more about the Customer Portal and its features by watching our video.
Book a demonstration with your Account Manager to start exploring how the Customer Portal can meet your transit agency’s specific technical support needs.