In our quest to provide our customers with the highest quality technical support, services and sales, MLC CAD Systems has recently invested in a new telephone system.

The new system allows MLC for the first time to have a unified, consistent telephone experience, consistent menus and new telephone support options available for every location and any new territories that we may expand or grow into in the coming months and years.

The first benefit for our customers is a single dial by name directory which allows you to reach ANY MLC CAD Systems staff member. No more having to dial another office's phone number to reach someone who may be assisting you at another location. The benefit to you? Easier communication with MLC staff.

The second benefit are new technical support queues for SolidWorks and Mastercam customers respectively that should simplify and speed telephone support. No more having to track down an individual application specialist or call another office should your application specialist be assisting other customers. Multiple application specialists are assigned to the support queue daily, and other application specialists are able to log into the support queue to assist customers as schedules allow. The primary benefit to you? Easier, more timely support.

And finally, from a business management perspective, the system now provides a single source of valuable reports that allow us to monitor call volume, track call volume, where calls originate, how long it takes to answer a support call and other metrics which will allow us to staff the support queues effectively, measure call activitiy across all of our territories and ultimately allow us to better manage resources. Again, the benefit to you, better support, in less time.

With that said, there are a few changes that you need to be aware of...

• Dial 9 - First, please note ALL extensions have changed for MLC CAD Systems personnel. Our staff have updated the closings of their emails to reflect their new extensions and we're in the process of updating all of our correspondence, business cards, etc. with the new extensions as well. Please use the option 9, dial by name directory if you have issues dialing a specific MLC staff member.
• Dial 8, 7, 6, 5, 4 - Second, please note the main message and menus have changed to reflect the new support and assistance queue options. Press 9 for SolidWorks Support for SolidWorks technical support, Press 7 for Mastercam Support for Mastercam technical support, Press 6 for SolidWorks Sales assistance press 5 for Mastercam Sales assistance and Press 4 for all other assistance.

We understand that these changes may frustrate short term, but we're confident that our customers will experience quickly the benefits in the new system, consistency across all territories, a system that allows more technical staff to assist customers at one time, and easy access to MLC personnel regardless of location.

We appreciate your patience as we work through the normal challenges of such a significant change, and as always appreciate your business.

For more information about our phone system, or for other information please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it , call 800-364-1652 or contact your local MLC CAD Systems representative for more information.