Lathem Time News
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LATHEM TIME EXTENDS ITS SERVICE
LEADERSHIP WITH LIVE WEB SUPPORT FOR PAYCLOCK SOFTWARE USERS
 Lathem
Live Support gets customers up and running faster so they
can get back to business
ATLANTA, Ga. – March 3, 2005 – Lathem Time
Corporation, one of the world’s leading designers and
manufacturers of time and attendance products for small
business, today announced that it has started offering live
remote software support for users of its No. 1-selling
automated timekeeping system, PayClock® EZ and PayClock ®
Pro. Customers may now connect via the internet to their
Lathem service representative to get help with their
Lathem software setup, troubleshoot problems or get training
on the products they have purchased from Lathem.
Philip Seagraves, Lathem director of business development
says, “Our customers just love it! They click “OK” and can
immediately show their rep exactly what they are seeing. If
the customer allows us, we can even show them around the
software and fix problems for them. It’s good for
everybody.”
With Lathem Live Support, technical support
representatives can frequently solve problems faster and
reduce the likelihood of second or third calls to fix the
same issue. The support representative can immediately
diagnose, troubleshoot and resolve the incident using a
variety of incident-resolution tools, including: remote
diagnostics, file transfers, reboot/reconnect, remote
viewing/control, whiteboard, and session transfer. End users
remain in full-control of the temporary session so that they can
disconnect at any time and see exactly what the tech support
representative is doing at all times.
Last year, Lathem Time began testing a variety of
technologies to improve the support it provides to its
support agreement customers. After an extensive review of
software and hosted solutions, Lathem Live was introduced to
provide the highest level of security and support possible.
“What people like most is that we can now fix problems
instantly that often took twenty or thirty minutes just to
explain.” David Johnson, Lathem manager of technical support
says. With any internet –based solution, security is a
primary concern. Johnson explains, “With Lathem Live
Support, our customers connect to us through a secure
server. We never connect directly to their PC and they can
disconnect at any time. The customer is always in control.”
Since the introduction of Lathem Live Support, many of
Lathem’s support calls have been shortened using the
technology. “The technology is addictive!” Seagraves adds,
“We knew we had a winner when we started seeing the customer
comments.” Typical customer feedback is like the following,
“Having him sign on and actually use my computer was
fantastic.” Another customer says, “GREAT – (it was) amazing
how he guided us through the internet…” Lathem is now
offering one free year of the service with its popular
Annual Support Agreements. After the first year, the cost
for Lathem Live Support is only $49 per year.
Lathem Live Web Support extends Lathem’s service
leadership by building upon its industry leading internet
support resources such as a knowledgebase where customers
can see the questions and resolutions that other customers
have posted. “This new technology builds upon our reputation
of providing our customers with the latest technology to get
answers fast. Our online product documentation and the
knowledgebase have been highly praised. Lathem Live Web
Support is like having tech support right there in your
office.” Seagraves says.
About Lathem Time Corporation
Headquartered in Atlanta, Ga., Lathem Time is one of the
world’s leading designers and manufacturers of time and
attendance products for small business. The company
specializes in mechanical and automated employee time and
attendance tracking systems, including the No. 1-selling
automated system for small business, PayClock EZ. PayClock’s
automation reduces payroll preparation time by up to 80
percent and eliminates inaccuracies associated with manual
calculations, saving up to 3 percent in payroll costs. Other
products include time clocks, data collection terminals,
software and synchronized wall clocks. Founded in 1919 by
George Lathem and his son Louie Lathem, Sr., Lathem Time
remains a family-owned and operated company with 150
employees. Over 300,000 companies worldwide use a Lathem
timekeeping product for managing their business. More
information can be found at www.lathem.com.
Lathem and PayClock are registered trademarks of Lathem
Time Corporation.
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Media Contact:
Wendy Alpine
Alpine Communications
(770) 321-6386
wendy@alpinepr.com
© Copyright
Lathem Time, 1997 - 2007.
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