Unlimited phone and email support is baked into your monthly BookWorks fee — not a per-incident charge, not a tiered plan. The people who answer have often worked at fuel wholesalers themselves. They don't need you to explain what a BOL is.
When you pay your BookWorks monthly fee, unlimited support is baked in. There is no support tier. There is no per-call charge. There is no "you've used your allocated support hours." You call or email as much as you need to, and someone helps you.
If you're coming from PDI or another large ERP vendor, you already know what enterprise support feels like. The contrast is stark — and it's one of the most common things our customers mention when they switch.
The BookWorks support team isn't a generic software helpdesk. In many cases, the people who answer your call have worked at fuel wholesalers themselves — in accounting, in operations, in dispatch. When you call about a month-end close question or a degree-day scheduling issue, you're talking to someone who has lived it.
When someone on the other end of the phone has worked in petroleum accounting or operations, the entire conversation is different. You skip the foundational explanation and go straight to the actual problem. You get the right answer faster — and you trust it more.
Terminal pickups, BOL processing, supplier invoicing, rack pricing, DTN automation, freight structures, and the daily rhythm of a wholesale fuel operation.
How fuel inventory hits the GL, how AP and AR interact with the fuel supply chain, multi-state tax basis, NACHA drafting, and the month-end close sequence.
Degree-day scheduling, K-factor behavior, ATG tank monitoring, heating season surge planning, budget billing reconciliation, and keep-fill urgency.
How Delivery Works prioritizes the queue, truck compartment loading, MobileConnect delivery confirmations, and how to handle a missed stop.
Which states are supported, how state tax reports are generated, how to handle a rate change, and how tax deferrals and exemption schedules work.
Driver app issues, CardPointe payment questions, DTN automation troubleshooting, ATG system connectivity, BizSpeed, FleetPanda, RowLogic, Corpay (Fleetcor), and every third-party integration.
Phone or email — that's it. No portal to log into, no form to submit, no bot to navigate. During business hours, you call or you email. Someone helps you.
Call for month-end close questions, dispatch issues, tax report problems, or anything where you need an answer right now. A support team member picks up.
Email for configuration questions, report requests, or how-to questions. You'll get a reply with a case number and a real answer, not a canned response.
During business hours, a support team member answers. Not an IVR tree, not voicemail-first.
Support looks up your account, sees your configuration and history, starts working on your question. No re-explaining, no transferring.
If easier to answer by seeing your screen, support connects via remote desktop and works through it directly in your BookWorks environment.
Most questions resolved on first call. If a software defect is involved, it's escalated to development with full context — you don't re-explain it.
The call ends. Your monthly fee covers it. That's what "unlimited" means.
BookWorks support covers the entire platform — not just the modules you happen to have used most recently. If it's in BookWorks, the support team can help with it.
You don't need to read a support page to get help. But if you're evaluating BookWorks and support quality is part of your decision — it should be — the best way to experience it is to call us with a real question before you sign anything.
📧 sales@keyinfotech.com — BookWorks Support
📧 sales@keyinfotech.com — General Inquiries
📍 1000 S. Old Woodward Ave, Suite 102, Birmingham, MI 48009
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