Carlson tech support team is here for you

By Karen Cummings • June 27th, 2018
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“I want you to know that Carlson Software has the best customer service and technical support that I have encountered in my 41-year career as a licensed land surveyor.”

John M. (“Mike”) Payne, RLS
Survey Manager
Byrd Surveying
Clarksville, Tennessee

“Our tech support people actually enjoy helping,” says Lon Watson, director of Carlson Technical Support since 2006. “It takes a special type of personality for this position – the entire team is made up of people persons – we enjoy helping other people.”

Lon Watson, director of Carlson Technical Support

Lon Watson, director of Carlson Technical Support

In fact, Carlson support was once again top ranked by far for product support for CAD Software, Data Collector/Controller Software, Civil Design Software, and COGO Software in the CLEAReport by Clear Seas Research in the 2017 Surveying and Mapping Industry Software Study.

This highly appreciated Carlson tech support team is made up of six fulltime, dedicated tech support people and has two more people available for help with specific products if needed. In addition to Lon, these include:

Brian Harris, who works in Carlson’s home office in Maysville, Ky., and supports office software.

John Gerber, who also works in the Maysville office and is head of Carlson SurvCE support.

Brian Hammer, who works out of Carlson’s office in Boston, Mass., and does SurvCE support in addition to office support and handling network-install troubles.

Brandon Wampler in Tennessee, who does both office and field support.

Greg McLaughlin in Wisconsin, who is primarily office support.

Mark Long, who is Carlson’s Civil Product Manager and works on developing Hydrology and SewerNet and the company’s DOT libraries, also does support if a Hydrology call comes in,” said Lon, noting that Mark’s an incredible direct source of help for Carlson Hydrology customers.

Another is Mark McKeown in Australia.

“Since Mark is in a much different time zone, he kicks in at the end of our day here,” said Lon. “And also, Sunday night, our time, that’s his Monday morning so he will start picking up emails etc. at that point. He’s able to help us out late in our day and in the middle of the night.”

All questions are important questions

Maysville tech support team, (l. to r.) Brian Harris, Lon Watson, and John Gerber

Maysville tech support team, (l. to r.) Brian Harris, Lon Watson, and John Gerber, working on a solution for a customer.

Lon notes that he’s been with Carlson Software for 18 years, but that he’s still learning.

“Occasionally we get customers who are more advanced in certain areas than we are because that’s what they do day-in and day-out so we actually learn from our customers,” he said. “It’s a never-ending process.”

And, he adds that doing Carlson tech support is always challenging and it varies.  “Some days we’re just inundated with calls and emails,” he says. ‘It’s always something new and fresh.”

“We are not here to make anyone feel bad and we take all questions seriously,” he adds. “We are here to help our customers and we try to do that to the best of our ability.”

In addition, the tech support team keeps the Carlson development team informed about the questions they are receiving. If they receive too many questions about how to use a feature, that feature is often then reworked in a future release. Also, if a customer makes a good suggestion during a support call, it might then end up on a feature wish-list for a future release.

The tech support team also maintains a public “Knowledge Base,” easily accessible on the Carlson website, where customers can find the answers to many frequently asked questions or solutions to challenges that they may encounter.

“It’s the heart of the individuals on this team that really comes across in such a positive way,” adds Lon. “We really do want to help people.”

And they do. Here are a few more comments from Carlson customers who recently called into Tech Support:

“You guys over there are great.  We are very pleased with your group and the
Surveyor2 data collector.  Why did I wait so long?  Thanks again.”

–  Mike Phipps, Phi Engineering

“Thank Brian Harris and Carlson for great customer service!! You definitely went above and beyond today!!”

– Amy Maddox, surveyor

“The support that Carlson Software offers is what makes your company so great … it’s the Technical Support that has kept us with Carlson all of these years.”

– A recent call-in customer