Customer Service

The number-one priority at Spillman is offering premium customer service to complement our innovative software solutions. Spillman understands that reliability is more than just creating the best software. It’s about providing 24-hour technical public safety software support, offering complete training to all Spillman customers, and building a relationship that begins before the sale and extends through the life of the partnership. This is the reason nearly 50% of new Spillman clients are a result of referrals and half of Spillman customers have used the software for at least 10 years. Our public safety and police software customer service is designed to assist customers with the software purchase process, guide them through a successful system implementation, and provide continual contact and assistance with any additional requests, projects, or problems they may encounter down the road.
Spillman customers discuss how various resources have helped them build strong relationships with the Spillman staff.

Purchasing Services

Spillman’s purchasing services are designed to assist customers prior to a software purchase by evaluating their specific challenges in a complimentary one-on-one needs analysis with a sales representative, and then guiding them through the purchasing process to the optimal system for their needs. This consultative approach helps to ensure that customers receive the functionality they expect from their software. In addition, low interest rate, tax-exempt financing options are designed to provide agencies with an affordable way to fund their Spillman software solution. Financing options enable agencies to spread the cost of their software system over several years rather than funding it in one budget cycle.

Project Management

A dedicated Project Manager guides new users through initial system installation, setup, and training, while setting and communicating clear goals and milestones along the way. Spillman ensures software is installed on time and within budget and that customers enjoy a smooth transition from implementation to customer support. All members of the Project Management team have achieved certification as a Project Management Professional through the Project Management Institute (PMI). Spillman’s Project Managers average nine total years at Spillman, six years experience in implementing Spillman projects, and 55 new public safety software implementations under their belts.

Client Services

The Client Services team establishes and fosters lifetime customer partnerships through a dedicated account manager who knows each agency’s unique needs and acts as the single point of contact throughout the relationship with Spillman. The Client Services Manager helps resolve specific issues in a timely manner, coordinates all company communication, and analyze customer feedback to measure satisfaction levels. Through regular service calls, customers can communicate their wants and needs knowing that their Client Services Manager understands their circumstances and will tailor services to their needs.

Technical Support

Public safety professionals deal with life and death situations on a daily basis and cannot afford delays in resolving software problems. That is why Spillman’s public safety software support technicians are employed at the company’s headquarters and are available 24 hours a day, seven days a week via phone, e-mail, and online. A live Help Desk attendant provides immediate support for basic problems, and skilled technicians who are trained in specific modules and areas of expertise are readily available to help with more specialized issues. Additionally, users can submit and manage issues via the online customer portal, MySpillman. Customers can also access the Knowledge Center to search product documentation, user manuals, training videos, and technical support resolutions to commonly reported issues.

Training and Education

A variety of public safety and police software training programs are available for all Spillman customers. Available trainers are experts on both the Spillman software and public safety industry and are well-equipped to answer questions about practical, everyday Spillman system features and uses. Comprehensive, hands-on training guarantees that each participant will learn and retain the information needed to use the software effectively. A simulated database provides personnel with the chance to practice using Spillman software without worrying about jeopardizing data on their live system. Online trainings for commonly used modules and nearby regional trainings save agencies the hassle and cost of travel and provide a convenient way to expand Spillman software knowledge. Customers can also take advantage of ongoing sheriff and police software certification courses for Spillman Application Administrators to help maximize their software. Spillman also provides additional training at the annual Users’ Conference. The conference provides four days dedicated to instruction and demonstrations of current products as well as showcases of upcoming innovations.