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QAD SUPPORT TOOLS & EDUCATION. Midwest User Group Ken Weeks March 24, 2009. Agenda. Format & Support Overview Empowerment through Knowledge Sharing Engaging Support for Expert Assistance What’s Next? Discussion & Feedback Summary. Listening for your ideas, suggestions, needs.

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Qad support tools education

QAD SUPPORT TOOLS & EDUCATION

Midwest User Group

Ken Weeks

March 24, 2009


Agenda
Agenda

  • Format & Support Overview

  • Empowerment through Knowledge Sharing

  • Engaging Support for Expert Assistance

  • What’s Next?

  • Discussion & Feedback

  • Summary




Current challenges
Current Challenges

  • Staying current

  • Adding new functionality

  • Improving skills and knowledge

  • Planning for an upgrade

  • Handling multiple sites, globalization

  • Integrating with other systems

  • Keeping systems up and stable

  • Being responsive to your end users

  • Staying compliant

  • Making the most of your application investment


And the implementation continues
And the implementation continues…

Add CRM application

Launch new product line

Value of IT Customer Services

Upgrade infrastructure

Integrate new acquisition

Integrate legacy apps

Add new module

Initial implementation

Time



Qad support
QAD Support

Proven Track Record

  • Deep industry experience and superior knowledge of QAD products and solutions

    • 160 experts

    • Averaging more than 7 years of QAD solution experience

    • 94% customer retention rate

    • Multi-lingual support

    • 93% customer satisfaction rating

Largest Support Provider

  • Largest support provider for QAD

    • 20 call centers around the globe

    • 24x7 coverage

    • 29000 calls annually

    • Direct line into QAD R & D organization

Industry Recognized

  • Industry-recognized certification for quality standards and processes

    • ISO 9001:2000 certification

    • Knowledge-Centered Support™ Pioneer (since 1997)


Qad support1

QAD Americas

BRAZILSao Paulo

MEXICOMexico City

UNITED STATESCaliforniaGeorgia

Illinois

New Jersey

QAD Support

20 QAD Support Centers – Local Presence, Global Reach

QAD EMEA

BELGIUMAntwerp

ITALYMilan

NETHERLANDSSchiphol-Rijk

POLANDWroclaw

QAD Asia/Pacific

AUSTRALIASydney

CHINAShanghai

HONG KONG

Hong Kong

JAPANTokyo

INDIAMumbai

THAILANDBangkok

SOUTH AFRICADurban

SPAINBarcelona

UNITED KINGDOMDudley

IRELANDLimerick


Empowerment through knowledge sharing
Empowerment through Knowledge Sharing

QAD Online Support center


Step 1 access
STEP 1 – ACCESS

  • QAD Web Account

  • Service Activation & Access

Unlimited Web Accounts

Single Portal

24x7x365 Availability

Customer Driven Design


Step 2 navigation
STEP 2 – NAVIGATION

1 Step Knowledge Search

Direct Incident Management

Categorized Segments

Customer Driven Design


Step 3 empowerment
STEP 3 – EMPOWERMENT

  • Self Service Access

    • Support Knowledgebase

    • Product Documentation

    • Self-Study Training

      • Full Training Guides

      • Hands-On Lab Environments

      • Multimedia CBTs

    • ECO Info & Downloadable Details

  • Technical & Reference Info

New Knowledge Added Daily

Information for Various Skill Levels

24x7x365 Availability

Customer Driven Design


Qad support tools education

Improve Your Company’s Performance Through QAD Education Courses

  • Classroom Training – Attend instructor-led courses that offer focused attention, hands-on exercises and knowledge transfer from subject matter experts

  • Customized training solutions - Classes are taught at your location and at your convenience.

  • QAD Certification Program – Be recognized for your knowledge and mastery of QAD product functionality


Qad support tools education

QAD Offering Free Online Training: Courses

  • Online Courses – QAD Customer Learning Portal offers more than 35 online courses about QAD products available at no charge for customers who are active on QAD Support

  • Training Guides Now In the Customer Learning Portal – Download the full classroom guide to empower your training initiatives.

  • Special Bonus! Through April 30, 2009 all QAD Support customers are provided access to our enhanced on-line virtual training environment for hands-on experience with QAD Enterprise Applications, free of charge. Assisted Help provided live in the Hand-On Lab






Engaging support for expert assistance
Engaging Support for Expert Assistance Courses

QAD Online Support center


Step 4 engagement
STEP 4 – ENGAGEMENT Courses

  • QAD Community

  • Customer Support

    • Incident Entry

    • Live Chat

    • Self-Study Assistance (NEW!)

    • Real-Time Incident Visibility

    • Remote Diagnostic Connectivity

    • Telephone & Emergency Help

    • 24x7 Emergency Support (Telephone Only)

Multi-Site Connectivity

Incident Management Control

24x7x365 Availability

Customer Driven Design


What s coming next
What’s Coming Next? Courses

QAD Online Support center


Product change information
Product Change Information Courses

  • New Product Change Management System

    • Replaces legacy “ECO Info System”

  • All QAD Maintained Products

    • Not just Core QAD EA (MFG/PRO)

  • Defining & Gathering Requirements

    • Sort & Search

      • By Product, Version, Release, Build, Function

      • Classification by Type of Change

    • Details For Analysis

      • Issue Description, Analysis Details, Steps to Duplicate

      • Technical Details / Program List


Contribute to the knowledgebase
Contribute to the Knowledgebase Courses

  • Access to the Toolset Support Consultants use

    • Pilot Program for True Power-Users

  • Training Required

    • Adhere to Content Standards

  • Same Content Visibility, but with More Search & Query Capabilities

  • If Interested – Please See Me During a Break



Customer support customer success organization
Customer Support CoursesCustomer Success Organization

Customer Success Representative

Frequent contact for marketing events

Market/Follow-up on Customer Satisfaction Survey

Coordination of analysis of support incidents and scheduling of experts

Maintenance Renewal

Customer Support Consultant

Proactively investigate support incidents and trends

Perform discoveries of how customers are using software

Coordination of support calls

Collaboration within QAD

Standardize processes of calls and tools

Customer Activity Portal for details of customer

QForce documentation


Discussion feedback
Discussion & Feedback Courses

QAD Support & Education


Summary
SUMMARY Courses

  • QAD SUPPORT

  • KNOWLEDGE EMPOWERMENT

  • ENGAGE FOR ASSISTANCE

  • NEXT STEPS


Contacts
Contacts Courses

QAD Customer Support



Thank you
Thank You! Courses


Qad support tools education1

QAD SUPPORT TOOLS & EDUCATION Courses

Midwest User Group

Ken Weeks

March 24, 2009