We’ve heard it all from customers who come to us after reaching their limit with other providers; the frustrations with customer service in the software industry is a growing problem.
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  • “I have never talked to a real person.” 
  • “I requested a fix and it never got made.”
  • “I submitted a ticket and never heard back.”
  • “There is a severe disconnect between the customer service side of the company and the development side.”

We’ve heard it all from customers who come to us after reaching their limit with other providers; the frustrations with customer service in the software industry is a growing problem. No matter how advanced the technologies, there are always challenges. How companies deal with those challenges is becoming a marked differentiator in the corrections software landscape. We enter 2024 with a renewed commitment to customer service—something that has always set equivant Corrections apart. Read more about how we define the difference between customer care and customer success–and how both are essential to a strategic, comprehensive, and positive customer experience here.

 

Similarly, when we think of the corrections industry from the perspective of being in service to help rehabilitate those incarcerated, programming comes to mind. Strategic inmate programming fuels the goals of the justice system. Read more here about how imperative inmate programming is to breaking the cycle of recidivism.

 

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Customer Care vs. Customer Success: What’s the Difference?

 

Customer care and customer success are two distinct but interconnected concepts that play critical roles in managing and enhancing the customer experience. While both are centered around customer satisfaction, they focus on different aspects of the customer’s lifecycle...  read more

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Unlocking Potential: The Imperative Role of Inmate Programming in Justice Solutions

 

In the pursuit of a fair and effective criminal justice system, the focus has traditionally been on punitive measures to address criminal behavior. However, a paradigm shift is occurring, recognizing the crucial role of inmate programming in fostering rehabilitation, reducing recidivism, and creating a more just society... read more

  • What Your Vendor’s Customer Success Plan Should Include...read more
  • The Fundamental Role of Information Security in Criminal Justice System Software Companies...read more
  • Why Should You Validate Your Facility’s Classification System?...read more

  • Managing PREA: 7 Imperatives for Enhanced Jail Management...read more
More Blogs

Software Releases

The most recent software update included a variety of improvements, including:

  • Automated Sentence Calculation
  • Enhanced Incident & Behavior Reporting which provides a more systematic and orderly flow to the process and allows multiple staff to report on an incident/misconduct.
  • Public Portal which allows the public to search the jail inmate list to determine if someone is in custody, what their charge(s) are, and bond amount.
  • Watch Timer which provides functionality for the agency to assign individuals to special watches such as Mental Health or Safety, and set a timer to alert staff when checks are due.
  • Enhanced Headcount Validation adds functionality that provides a mechanism for staff to verify that a count has cleared and for a Supervisor to validate the count is cleared.

Inside equivant Corrections 

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https://www.facebook.com/equivantcorrectionsvbu

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https://www.linkedin.com/company/equivant-corrections/

Spotlight on Joe Robbins, Product Implementation Specialist

Why did you get into the Corrections industry? 

I started out as a DJ at a radio station and got to know the local Sheriff when I visited his office for our coverage of local news stories. One day, he said he wanted to hire me as a Corrections Officer in his 75-bed jail in rural Arkansas. It was time in my life to use my technology acumen and my business degree in a field that would challenge me. From there, I moved to a central 

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Indiana Sheriff’s Department, and eventually found my way to equivant Corrections.

 

What is your favorite part of the job? 

Talking to equivant Corrections’ customers. Whether I’m talking to a 60-bed or 15,000 bed agency (or everything in between), I love learning about their challenges and opportunities and sharing with them the knowledge I have acquired over the years.

 

What is one thing that people would never guess about you? 

I am a father to six adopted children; five of whom are teenage boys! My children range in age from 14 to 23.

 

What is your favorite movie? 

Tombstone, the one released in 1993. I also like the Jack Reacher movies because I find the duality of his character fascinating.

 

Speaking of duality, how does that manifest in your life?

The corrections industry attracts a wide range of personalities…it is interesting to observe what works in what professional capacity and which situations may require different approaches. It is also interesting to see how corrections colleagues differ outside the work environment. Duality is part of being human!

 

What is your innate gift? 

Communication; this gift serves me in being able to relate to colleagues, agencies, customers, developers, and others!

 

Favorite food? 

All things sushi! Right now, I’m drawn to the ramen/sushi fusion restaurants.

 

What do you do when you aren’t working? 

When I’m not working, I’m spending time with my family, watching movies, trying a new restaurant, or attending one of my kids’ sporting events!

See You Soon

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Texas Jail Association Annual Conference

 

May 6-10

San Marcos, TX 

 

Read More >>

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American Jail Association Conference and Jail Expo

 

May 18-22

Fort Lauderdale, FL

 

Read More >>

 We want to hear from you!

What is top of mind for you in 2024? Let us know and your topic could be covered in an upcoming blog!

Get in Touch
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