By: Joli Shumpert, equivant Corrections’ Customer Success Manager
Choosing the right Jail Management Software (JMS) for your jail is critical, but just as important is selecting a vendor who delivers strong customer service. Your facility operates 24/7, and your custody management solution provider should be a trusted advisor and reliable partner every step of the way. Here are five non-negotiables you should expect:
1. Responsive Support
When issues arise, timely support isn’t a luxury, it’s essential. Your JMS partner should offer clear channels to reach support staff, with guaranteed response times and escalation procedures for urgent matters. Delayed responses can disrupt operations and jeopardize safety.
2. Proactive Communication
Customer service goes beyond answering calls. Your JMS partner should proactively communicate updates, system changes, and potential issues. Whether it’s scheduled maintenance or new features, staying informed helps you prepare and reduces surprises.
3. Dedicated Account Management
A dedicated point of contact builds consistency and trust. Your contactshould understand your jail’s specific needs, track ongoing concerns, and help you plan for the future. One-off support interactions are no substitute for an invested relationship.
4. Ongoing Training and Resources
Great customer service includes helping your team succeed. Expect access to training materials, refresher courses, and onboarding support for new staff. A trusted partner invested in your success will empower users at every level of the organization.
5. Feedback-Driven Improvements
Your JMS partner should actively seek and incorporate your feedback. Whether through surveys, user groups, or one-on-one conversations, a responsive vendor sees you as a valued partner, not just a customer.
In the world of custody management software, dependable customer service isn’t optional—it’s a vital part of keeping your jail safe, efficient, and prepared. Choose a reliable partner that doesn’t just sell software but stands beside you, every step of the way. For more information about our custody management solution, click here. To understand our commitment to customer service, click here.
