24/7 Simacan support, no scripts, just real people
…and not a chatbot in sight ;-)
Who calls at 03:14 AM with a question about transport data? Well… our customers! And at that moment, they don’t get a chatbot or standard response. What they do get? A real person on the line. A Simacan team member who understands what’s going on and immediately thinks along with them. Who are the people standing by for our customers day and night? And why is this team much more than just a helpdesk?
More than a helpdesk
At our support desk, it’s rarely about “something in the platform being broken.” What customers often notice is that data is missing or incorrect. And that’s what shows up in our platform, in their planning, or in the dashboard. But the actual issue is usually somewhere else: a vehicle that’s offline in the fleet management system, missing GPS data, or a planning update that didn’t come through properly.
And we don’t just refer you elsewhere. We help figure it out. We dig into the data, analyse the behaviour of connected systems, and involve other parties where necessary. In many cases, we don’t just solve it, we take care of it directly, so you can keep going.
“Our support is fully in-house. That means direct access to the right knowledge, no escalations, just solutions.”
We’re also on standby during major changes on the customer side. Whether it’s a new warehouse going live, a carrier transition or switching to a new TMS, we’re on standby, with fallback scenarios and real-time monitoring. That’s the power of Simacan as a migration platform: we make sure new operations start smoothly and potential disruptions are handled instantly.
The Simacan support team
Jeffrey and Tanja are our two dedicated support specialists during business hours. They know the platform, the customers, and the operational flow inside out. Outside office hours, a rotating team of colleagues from operations, development and technical roles takes over. The same people who build features and dashboards during the day, are on-call at night and on weekends to help customers in real time.
“Customers sometimes expect us to just log tickets, but we actually solve a lot of issues during the call itself. That kind of direct contact is incredibly valuable.”
We don’t stop at 5 PM. Not on weekends, and certainly not during peak periods like holidays or system go-lives. Support at Simacan is not a separate department, it’s a direct extension of our platform. With short lines of communication, feedback goes straight to the developers, engineers and product teams. What we hear helps improve the platform. What we see turns into smarter solutions.
Support at its best: human and connected
So, the next time you call our 24/7 support at 03:14 in the morning with a question about your transport operation… know that you’ll reach a real person. Someone who doesn’t just listen, but also understands the importance of your work. Because at Simacan, support means more than availability. It means involvement, trust, and collaboration.
Yes, even at 3AM.
Yes, even at 3AM.
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