We're excited to announce that we have just added a new member to our support team—Joshua Samuel. Joshua brings years of hands‑on Act! technical support expertise, having previously worked directly for Act! and also within the reseller community. His job will be a little different from the other support staff, as he’ll be chiefly responsible for reaching out to every customer the week after their support session to ensure everything was fully resolved and that they’re genuinely satisfied with the outcome.
With over 800 support tickets a month, this is a significant undertaking—but we believe our customers will appreciate the check-in.
What This Means for You
Firstly, it means support won’t end the moment a ticket closes. You can now expect a friendly follow‑up—much like a good waiter checking in to make sure your meal is exactly the way you wanted it. It’s a simple idea, but one that ensures your expectations are met and that nothing is missed.
Plus, he has the technical expertise to resolve most lingering issues.
Helping You Get the Most from Your Orange Care Benefits
Secondly, his job will be to make sure you get all the benefits of your Orange Care membership. Many customers aren’t aware of just how much is included free with Orange Care, so part of Joshua’s follow‑up protocol will be to cover what perks are available to you, including:
- Act4Mail – Enhanced Outlook integration with Act! Premium Cloud
- Day‑Minder – Each morning a summary of the day's activities, timeless tasks, opportunities, and client birthdays are delivered to your inbox
- Campaign Dashboard – A powerful reporting tool to see how your Act! eMarketing campaigns are performing
- Contact Insights – Harness the power of AI to generate contact summaries to help you better prepare for customer meetings
Joshua will even walk you through redeeming and activating each benefit step by step, so nothing goes unused.
It’s About You—Not Just the Ticket
This isn’t just a new procedure for us, it's a continuation of what we committed to at the beginning of the year - to better support and educate our customers so that they can get the most from their Act! investment. It started with moving Shannon Hawthorne into Customer Care, and it continues with Joshua's new support role.
For those who want to reach out, Joshua's new email is
