While intrinsically related, Customer Support and Customer Success are two distinct functions with different goals, remits, and contact methods.
Below are items that should be sent to Support vs Success:
| Customer Support | Customer Success |
| Urgent issues or loss of functionality, i.e. Unable to access software | Feature explanation & adjustments, i.e. Field/feature clarification, credit class/report manager edits |
| Help with error messages | Demo Requests |
| System not working as expected | Best practices or marketplace recommendations – “How do I accomplish xyz” |
| System troubleshooting | Help improve utilization to highlight product value and functionality |
Below are the contact methods for each team:
| Customer Support | Customer Success |
| Chat with Support: https://my.anytimecollect.com/ | Email Success: customersuccess.sara@sage.com |
| Email Support: atcsupport@sage.com | Direct email to your Customer Success Manager. If you are unsure who that may be, simply send a message to the above email, and the team will ensure your inquiry is assigned and addressed accordingly. |