Most software companies organize their customer support around a helpdesk that handles customer inquiries but can usually only provide assistance for the simplest questions and problems. Orc has instead chosen a model where the front line staff is well educated and experienced, so that customers avoid the hassle of being shuffled through a support system in multiple levels. Orc also improves its service through investment in its website, including a customer portal that can be accessed by customers to obtain documentation, software and important announcements.

There are naturally also more complex situations where greater resources are needed to find a solution. In these cases, Orc ensures that developers can be involved at short notice, which is facilitated by the company’s flat organization with few layers of management. The service offering can also be adapted to individual customer needs through optional add-ons to the support services included in all of Orc´s solutions.

Orc’s service representatives often have a personal relationship with the customers they serve and have visited them on their own site – a degree of closeness that is both visible and tangible. As a result, service representatives know a great deal about each customer’s operations and can more easily provide effective and targeted assistance when the need arises.