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QAD SUPPORT TOOLS & EDUCATION

QAD SUPPORT TOOLS & EDUCATION. Presented to the QAD California User Group Greg Weinert March 9, 2009. QAD Online Support & Education. Presented to the QAD California User Federation Greg Weinert March 9, 2009. Agenda. Format & Support Overview Empowerment through Knowledge Sharing

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QAD SUPPORT TOOLS & EDUCATION

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  1. QAD SUPPORT TOOLS & EDUCATION Presented to the QAD California User Group Greg Weinert March 9, 2009

  2. QAD Online Support & Education Presented to the QAD California User Federation Greg Weinert March 9, 2009

  3. Agenda • Format & Support Overview • Empowerment through Knowledge Sharing • Engaging Support for Expert Assistance • New Frontiers (What’s Next?) • Discussion & Feedback • Summary

  4. Listening for your ideas, suggestions, needs QAD Support & Education

  5. Challenges & Opportunities QAD Support

  6. 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

  7. How can QAD Support help you with these challenges? QAD Support

  8. 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 LargestSupport Provider • Largest support provider for QAD • 20 call centers around the globe • 24x7 coverage • 29000 calls annually • Direct line into QAD R & D organization IndustryRecognized • Industry-recognized certification for quality standards and processes • ISO 9001:2000 certification • Knowledge-Centered Support™ Pioneer (since 1997)

  9. Where is QAD Customer Support?

  10. 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

  11. empowerment through knowledge sharing QAD Online Support center

  12. STEP 1 – ACCESS • QAD Web Account • Service Activation & Access Unlimited Web Accounts Single Portal 24x7x365 Availability Customer Driven Design

  13. STEP 2 – NAVIGATION 1 Step Knowledge Search Direct Incident Management Categorized Segments Customer Driven Design

  14. 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

  15. 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

  16. QAD Offering Free Online Training: • 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

  17. Hands-On Lab Environment…

  18. Save Your Progress, Come Back Later

  19. Help & Assistance in the Lab

  20. Let’s Boldly Go… Online

  21. engaging support for expert assistance QAD Online Support center

  22. STEP 4 – ENGAGEMENT • QAD Community • Customer Support • Incident Entry • Live Chat • Self-Study Assistance (NEW!) • Real-Time Incident Visibility • Remote Diagnostic Connectivity • Telephone & Emergency Help Multi-Site Connectivity Incident Management Control 24x7x365 Availability Customer Driven Design

  23. 24X7 EMERGENCY SUPPORT

  24. Show it… On Screen…

  25. new frontiers QAD Online Support center

  26. Product Change Information • 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

  27. Contribute to the Knoweldgebase • Access to the Authoring Toolset • 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

  28. Wiki-Enabled Product Documentation

  29. QAD Customer Success Organization

  30. Discussion & Feedback QAD Support & Education

  31. SUMMARY • QAD SUPPORT • KNOWLEDGE EMPOWERMENT • ENGAGE FOR ASSISTANCE • NEW FRONTIERS Greg Weinert Global Support Operations Manager gww@qad.com 1-856-840-2871

  32. QAD Online Support & Education Presented to the QAD California User Federation Greg Weinert March 9, 2009

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