Each ATHENA system is unique and ATHENA customers by nature have more aggressive goals and greater support needs than a typical SASSIE customer.

We realize that a software system is only half of the answer - any system is only as good as your company's ability to use it. For this reason, each ATHENA account comes with a dedicated customer support manager (a "CSM") to fully realize your system's potential.

Armed with a deep knowledge of your system and your company's personnel, your CSM will serve as an active partner in achieving your company's objectives. Reachable by phone and by a private call tracking system, CSM's deliver our highest level of technical support and also have unprecedented access to our development team.

By having your own "inside" player at SurfMerchants, you'll be able to deliver faster results to your clients and compete on a higher level.

There are two levels of dedicated Customer Service Manager:

Level 1: CSM / Support Technician
These CSMs are suited for situations where “high touch” service/support are required, but where serious programming tasks can be left to the SASSIE development staff. This is our preferred type of CSM support as it is the more cost-effective option and allows the CSM to focus on coordinative efforts and support issues.

CSM / ST’s are capable of the following tasks:

• Project Management - coordinate and supervise all development on your ATHENA system
• All support and troubleshooting operations
• One on One Training
• Consultation - find creative solutions to customer requests, help develop new services
• Database Operations
• Light to Moderate Data Correction

Level 2 : CSM / Programmer
These CSMs are suited for situations where a high volume of custom programming is expected, especially when extremely tight time frames are involved. In this scenario, this type of support can be more cost-effective than paying SurfMerchant’s hourly rate for custom programming.

CSM / P’s are capable of the following tasks:

• All of the CSM/ST’s tasks listed above
• Custom reporting
• Custom scoring
• Custom survey displays
• Heavy Data Corrections
• Light to moderate programming tasks – this includes graphic, text and layout alterations and moderate adjustments to functionality.