Customer Solutions

Comprehensive Support from Experienced
Service Professionals

SPS Commerce’s business-to-business integration experts make it easy to integrate our on-demand EDI Services with your business and trading partners. Whether you need to connect to a retail customer in the next state or a trusted third party, such as a 3PL, sourcing agent or freight forwarder across the globe, SPS Commerce has the technology and the experienced service professionals you need.

We offer multi-tiered service, providing additional escalation within Customer Operations—but with consistent ownership per issue. Our service is both personal and unscripted, with prioritization based on criticality. Historically, customers have experienced first-call resolution of 85% of all incoming contacts, with 98% resolved within the Customer Operations department as a whole.

U.S.-based Customer Operations Analysts offer technical analysis and support in English, Spanish and French. Assistance is also available in Mandarin and Cantonese upon request. Each service group is accessible by phone or email from 7am to 7pm Central Standard Time (CST) Monday through Friday.

Specialized Service Teams

Our Customer Operations group is comprised of three teams that specialize
in answering questions related to specific SPS Commerce customers:

• Non-Integrated Services Team
  Provides service for solutions that are developed and maintained by SPS Commerce such as WebForms, Catalog, Scan & Pack and Online Ordering.
• Integrated Services Team
  Specializes in working with companies that integrate their internal systems with SPS Commerce via Integrated EDI or Trading Partner Intelligence.
• Retail Partner Services Team
  Delivers specialized service for issues related to retailers that connect to their trading partner community through SPS Commerce, including Outsourced and Enablement programs. This team also works with suppliers using their own in-house EDI solution, and third-party providers who complete the testing and certification process to successfully connect with their retail partners.

24x7 Online Operations

• Online Knowledge Base
  This searchable database is accessible 24/7 and includes the latest documentation, frequently asked questions, training, and more. All resources are written for the non-technical user.
• Online Chat
  Receive immediate answers to your questions about your outsourced service with online chat. A customer operations analyst is available at the click of a button directly from SPS’ hosted portal site.
• Online Ticketing
  Questions or comments can also be emailed to SPS Commerce. A Customer Operations Analyst will contact you to resolve your questions or to report progress until your issue is resolved. In addition, you can view the status of your ticket online at any time.