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Buyer's Assurance
Our technology solutions are designed to ensure that a customer is never held hostage.
Support
View all the options and choose the support method that best suits your situation.
1-866-748-3625
Questions about the Mathews IMS before you purchase? Just ask. Call and speak to a knowledgeable Matthews IMS specialist.
Book a Training
Set up or reschedule training.
Support
Customer Support is paramount at Matthews. We have developed our support infrastructure around one simple premise - what works best for one, does not always work best for others. We respect the nature of how and when funeral and cemetery professionals may find themselves called upon. As such, we provide our valued customers the flexibility of the most comprehensive, convenient and efficient channels of support.
Welcome to a New World of Choice.
Not only can you feel free to contact us at anytime during regular business hours, but the contact is "Free" as well. And we offer the most extensive support options in the business.
Free Support
Free support is included with your Matthews IMS purchase during regular business hours. We provide you with multiple channels of support that we hope will accommodate anyone's needs. The Matthews IMS support program truly offers the "Free" in Freedom.
Support Avenues
Free Email Support
Email Support is still one of the most efficient and effective support forms we offer. Sending your support request or question by email provides the room to copy / paste any error that may have occurred or write a clear, more detailed question. It also allows our team of IMS specialists to have a permanent log of the issue in case it needs to be moved up to a different level of expertise.
Free Report a Problem
A quick and simple method to report a minor issue encountered while working in your system that does not require a support call. Our team will quickly review the problem and initiate an immediate fix.
Free Live Operator
All of our Matthews IMS Specialists are equipped with "Live Operator". At anytime during business hours, you may initiate a "Live Chat" with any quick questions or concerns you may have. If all are busy or offline at the time, you may leave a message through this feature and as soon as the IMS Specialist returns, they can provide a response to your question.
Free Phone Support
Free Phone support is available Monday to Friday from 8:00 am - 5:00 pm. E.S.T. One of our knowledgeable Matthews IMS specialists will be pleased to assist you on any matter relating to your IMS.
After Hours Emergency Support
In the event that a situation arises outside our regular business hours, we still offer an emergency phone support option. Your call will be dispatched immediately to our Technology Team members and they will respond back within minutes. Due to the additional cost of the calls, and the overtime hours for the staff, the emergency support call costs $65 per incident. We encourage you to contemplate one of the other options first before resorting to this option in order to avoid any charges.
Free Help Desk
Your Matthews IMS comes complete with the profession's most extensive Help Desk options. Here you will find all of your support options contained in one helpful area.
Free Network Blog Forum
One of the most powerful inherent features of your Matthews IMS is the ability to instantly connect with other Matthews IMS users throughout North America. This networked approach is amplified in your ability to post questions or share ideas at anytime using the Matthews IMS blog forum. Many have found this medium both helpful for resolving their questions, and also with working as a group to come up with recommendations on what next features and enhancements they would like to see in their system.
Free Video Tutorials
Your system already comes with an extensive list of video tutorials. These continue to evolve and grow and are very helpful for reviewing something that you have simply forgotten how to do or if the unforeseen turn over requires new staff to quickly get up to speed on the system.
Workshops
In-house workshops are held regularly throughout the year at the Matthews IMS offices. Additionally, exciting workshops are held in popular locations that allow you to combine a bit of a much deserved break with the opportunity to learn how to master your Matthews IMS and be the first to catch a glimpse of the next upcoming release of features and applications.
Matthews Sales Reps
As always, your Matthews sales rep is a valuable resource, even if it is only helping to put you in touch with the right Matthews IMS Specialist that can help solve any problem you may have.
Certification Program
Enhance your resume with a full training on the revolutionary Matthews IMS. A growing number of firms throughout North America are switching to the Matthews IMS to handle all of their software needs. With this program you receive Full Certification allowing you to attach the certificate on your resume giving you one more advantage over others applying for that important position.
The cost of the certification program is only $295 and consists of (3) one hour training sessions and then a test review. If you are interested in signing up, contact us today (just mention the Certification Program in the comments).