According to recent research carried out by an independent market analysis company, Cadmatic users gave excellent scores to our customer support services. When the customers were asked to grade Cadmatic's customer services on a scale of 4 to 10, the average scores were close to 9 on every issue evaluated. According to Cadmatic's Customer Services Manager Matti Siltanen the reason for such a success is is that we understand our customers' needs and our goal is to provide the most effective and efficient solutions for their design and construction projects. "At Cadmatic, we don't have a set of standard answers to frequently asked questions. Moreover, we treat each client individually and this is reflected in our tailored replies. This approach allows us to get to know our customers better", he continues.

Cadmatic has a special Software Support Team of experienced employees with design backgrounds which gives them a solid knowledge of project development work. This experience helps the trainers to identify areas that might be more challenging to learn and thus the areas which need a special focus in the training. However, the entire Cadmatic staff is responsible for offering the best customer service on the market. "We are an international company with arguably the best 3D design software solutions. This needs to be supplemented by having the best customer service in the market", Siltanen continues. Support Team is based in Finland and co-operates with local support personnel in the customer's region. Cadmatic aims to complete the customer's request on the same day, or at the latest, the following day.

The Support Team is in regular contact with Cadmatic clients all the time. For this reason, we receive only around 100 actual helpdesk request calls per year. "A large number of customer requests are actually related to questions where the customer wishes to know our views on how to structure the design work and which design methods to use", Siltanen continues. In addition, many clients need help when they develop their own applications around Cadmatic.

Typical tailoring tasks are linking project design documentation to the customer's own documentation system and material administration, or linking Cadmatic to the customer's computer aided manufacturing. The customer may also order the entire system administration work from Cadmatic, such as piping, valve and instrumentation libraries or report forms for documents and material listings. For example, Cadmatic co-operates with Helsinki Energy - one of the biggest energy companies in Finland - and takes care of their Cadmatic project environment. Another example is the administration co-operation with SCA, an international paper company with annual sales over 10 billion euros. Cadmatic administers their Cadmatic applications interactively via a secure system using dedicated contact people.

A typical Cadmatic start-up project takes about three weeks. This normally includes seven days of user training and additional five training days for the administrator. Help is often needed when starting up the design of the first Cadmatic project. One of the major advantages of Cadmatic is that it is easy to learn and use compared to its main competitors.