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We are here to help! Our support is easily reached through an online portal which is available for you 24/7. During office hours, you can also reach our support by phone.

This is how our customers judge our support service

After every support case we send out a short survey. In the chart below you find the results from past month – data from Rillion’s customers and users world-wide. Results are updated first working day every month.

Customer portal
3017
Number of answers
Result in percentage
93.0%
Positive rating in %
3.2%
Neutral rating in %
3.7%
Negative rating in %
All Rillion customers have access to our support service

We Are Ready to Help

We know that assistance when you need it is a top priority. Which is why we have invested in our Support and Service team. With an average tenure of 6 years we have a knowledgeable and committed staff who will help you when you need it most.

Global support function with local contact center

Our support is staffed with system specialists who have significant experience working with Rillion and a wide range of ERPs. We have a global support organization with local teams, which means that your contact with the support staff takes place in your own time zone. We support English and all Nordic languages.

Rillion has a global support function with local contact centers

Support and Development work closely together at Rillion

Support and Development work closely together

Our R&D and Engineering team is globally based with a core group residing in the Nordics. This diverse background allows us to optimize our software development by market, segment and industry.

How does it work for customers and users?

All new Rillion customers get training on how to use their AP solution in the best way. A standard training is included for all new customers as part of the on-boarding, and extra training hours can be purchased.

In general, 2-3 Admins with Support Permissions from the customer organization participates in the training. After the onboarding, they will cover internal user support (first line support).

Rillion’s support team covers the second line support, i.e. questions from the trained Admins of each customer. Rillion also possess resources for 3rd and 4th line support inhouse, i.e. software specialists and developers, in case that’s required.

How does the Rillion support work for customers and users?

FAQ

Yes, Support is included. Customers may choose their level of support. Enhanced support options are available at an additional charge.

We offer support by a Ticketing System. As a Rillion customer you will be asked to register a ticket in our online support portal or send an email, depending on which Rillion solution you use and/or which geographic area you work from. During office hours you can also reach out to our local support teams (USA, Sweden, Finland) by phone. See contact details

As a new customer, 2-3 persons from the customer organization will receive training from our Professional Services teams. When the training is completed, these persons, “Rillion Admins with Support Permissions”, will get personal user accounts to our support portal. In the event that you change Admin with Support Permissions, an existing Admin can request an addition or subtraction of permissions.

Please contact your accounting agency. In case they cannot solve your problem, they can reach out to Rillion’s 2nd and 3rd line support.

I am here as a Customer or Partner

Hi! Nice to see you!

Would you like to get in touch with our Support?

Rillion One / Centsoft Customers:

Please register your support ticket by sending an email: onesupport@rillion.com

You can also reach us by phone Monday-Friday, during local office hours.

North America: +1 773 887 6100

Scandinavia/EMEA: +46 10 198 97 00

Rillion Prime / Palette Customers:

The easiest way reach out to our support is by registering a ticket in our online support portal – which is available 24/7. You need a username and password to log in.

In case you have problems logging in to the portal and/or have forgotten your user account id, you are welcome to call your local support team:

North America: +1 773 887 6100
Scandinavia/EMEA: +46 10 198 97 00
Finland: +358 942734800

Phone support open Monday-Friday, local office hours.

Note the invoice number and supplier and which company the problem is related to. Please describe:

  • What is happening?
  • What did you want to have happen?
  • Please include screen shots and brief description of what you are trying to do
  • Has the invoice entered the financial system?
  • Is there any information / error message?
  • Take a screenshot of an error message and email it to us
  • Do you have other questions?

To be prepared for remote support, please download TeamViewer from below links:

Do you have other questions or thoughts in mind?

Sales and contract related questions

  • Would you like to add features to your existing Rillion solution?
  • Do you need to increase your current license/subscription?
  • Do you have a question regarding your current agreement with Rillion?

Then please get in touch by e-mail:
Sales Operations salesoperations@rillion.com

For billing related questions

Send an email to finance@rillion.com

Don’t take our word for it

"It’s amazing. The solution recognizes the invoice and it’s learning from those invoices, making it a smoother process. Once those invoices are getting thrown into the project manager teams, it’s already filled out for them to review."

Adrian Galvin | VMG Construction

"We manage nearly 300 solar sites. Each solar farm is its own company, and each installation has its own tax implications with our investors. We’re using Palette* for the audit function, to handle enquiries for all of these accounts. (*Palette is now Rillion)"

Terry Trejo | Cypress Creek

"I like that with Rillion you see a pie chart of the expenses. So each month I can see that at a quick glance… which is nice, you know each day when I go through entering/posting the invoices I kind of look at that to see where we’re at."

Nikki Milian | Smiles First Corporation

"The system is intuitive, our clients quickly understand what to do and we are able to follow these companies’ growth. As they grow, we can keep scaling up the systems or the number of employees we assign to them."

Mattias Ryglert | Brain Accounting

"Most homebuilding companies store their invoices on a job by job basis and stick them all in a job folder. If you want to find all the invoices for one vendor can you imagine having to go to every single job, every single job folder? Being able to search in Centsoft* and export all the invoices in one PDF makes it a lot quicker and easier.(*Centsoft is now Rillion)"

Ryan Tatum | Tatum Homes