By Tami Aschwege, Solutions Engineer, Suntell
In my last post, I addressed the myth that only large institutions can benefit from technology like the Square 1 Credit Suite. But even the best technology can fall flat without one critical factor: exceptional vendor support.
When you are in the middle of closing a loan and something goes wrong, the last thing you want is to be stuck on hold or talking to someone who has never used your software. I know this feeling all too well. Before I joined Suntell, I worked in a bank where we transitioned to a new loan documentation system with another vendor. It was a disaster. We waited on hold for an hour or more, got transferred multiple times, and by the time we reached someone who could help, our closing was already delayed.
That experience is one of the reasons I am so passionate about the way Suntell approaches customer service for the Square 1 Credit Suite. Here, when you call, you talk to a real person who knows the system inside and out because they use it every day.
A Team That Knows the System and Knows You
One of the biggest advantages of working with Suntell is the longevity of our team. I have been here more than 11 years, and I am still the “new girl” on our support team. That means you are working with people who have been here for a decade or more, who know the system, and who remember you and your institution long after implementation.
When I was on the banking side, that kind of continuity made a world of difference. It is not just about fixing a problem. It is about knowing your processes, your workflows, and your goals so we can tailor solutions to fit.
Support That Starts at Implementation and Never Stops
With Suntell, our support begins during implementation. We work side-by-side with your team to get the Square 1 Credit Suite configured for your institution.
Once you are live, you do not lose that connection. You can pick up the phone, call our support line, and reach someone who has been here since day one of your project. We can often solve your issue in one call, and if not, we will jump into a WebEx to walk you through it in real time.
Holding Ourselves Accountable to You
We take our response times seriously. Every support request is tracked, and if it is not answered within a set time, it triggers an alert to the entire team. We report on these metrics internally because we want to make sure we are living up to our promise of industry-leading service.
Why This Matters for Your Institution
Great software is only as good as the support that comes with it. The Square 1 Credit Suite is powerful because it combines commercial lending best practices with modern technology. But what makes it exceptional is the team behind it, real people with years of experience who will be there for you long after the contract is signed.
I have been the person on the other end of the phone with other vendors, hoping for help that never came. At Suntell, we make sure our customers never feel that way. When you work with us, you have a partner for the long haul.
Service is a cornerstone, but technology is always evolving. In my next post, I’ll share how we bridge the gap between seasoned “old guard” bankers and tech-savvy new professionals.
