new w521 - support and educational opportunities for d2k users · 2007. 2. 23. · summit 2007: get...

Summit 2007: Get Connected

W521 - Support and Educational Opportunities for D2K Users

Marlene KritzerSoftware Support

Having answers at your fingertips can be vitally important to the productivity and efficiency of an organization. In this session, you'll see how you can use the D2K Customer Web Site to access a wealth of information to resolve your business issues. You'll also see a demonstration of the educational services available to D2K users including an overview of the value of the D2K Custom Education Program.

Pre-requisites: None

Wednesday, 2:30 p.m.

© 2007 Activant Solutions Inc. All Rights Reserved

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Session Objectives

Meet your support team – match a face to a nameGain an understanding of how to use web-supportBe able to utilize all the features available to you on the Customer Web SiteLearn the resources available to D2K users



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Professional Services Philosophy

To help you maximize the return onyour technology investment


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Return on Investment Opportunity

Get answers at your fingertips – improve productivity of you and othersImprove your knowledge of the D2K solution

Increased productivityReduction of errors



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D2K Software Support

Marlene Kritzer -Software Support Group ManagerHas worked 24 years with the D2K softwareMarlene enjoys reading, sports, and time with her family and friends


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Ray Bosworth - Senior Support AnalystHas worked 25 years with the D2K softwareFaxing, Sales, and Accounting applications are his specialtyRay loves to play the guitar



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Frank Buggle - Senior Software Support RepHas worked 11 years with the D2K softwareThird-partyapplications are his specialtyFrank enjoys sports


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Diane Dillon - Senior Software Support RepHas worked 11 years with the D2K softwareDiane loves motorcycle rides, the Jersey shore, rentingmovies, drinking wine, car racing, and herfamily



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Steve Flewelling - Senior Software Support RepHas worked 18+ years with the D2K softwareSecurity, menu building, login and printer setup are his specialtySteve enjoys writing, reading, and fitnessGrandfather of two


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Jim Gibbs - Senior Software Support RepHas worked 11 years with the D2K softwareJim likes the Boston Red Sox



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Martha Pena - Senior Software Support RepHas worked 20 years with the D2K softwareAccounts Receivable, Accounts Payable, and printers are her specialtyMartha loves spending time with her children, water parks, barbeques, snow tubing, going to the movies, and reflexology


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Marissa Valenti - Senior Software Support RepHas worked 18 years with the D2K softwareMarissa likes hikes on beach or mountains, nature, animals, good food, casual dining, skydiving, soaring, New England, and abstract poetry



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Linda Walton-Willis -Senior Software Support RepHas worked 16 years with the D2K softwareLinda enjoys missionary work for the needy and elderly


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Wendy Young - Senior Support AnalystHas worked 24 years with the D2K softwareBackups/Restores and fixing data are her specialtyWendy enjoys walking, bicycling, and gardening



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D2K Customer Care

The D2K Customer Care Team is responsible for a wide variety of tasks

Designing and developing IEP reportsScreen changesEDI Inventory managementInstalling additional modules (e.g., Faxing, RGA, Shipment Processing)ConsultingTraining, assisting with hardware upgrades, and implementations


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D2K Customer Care

Darlene Robinson -Customer Care ConsultantHas worked 29 years with the D2K SoftwareEDI is her specialtyDarlene enjoys Harley Davidson motorcycles, landscaping, and playing with her dog “Nicky”



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D2K Customer Care

Rochelle Alex -Customer Care ConsultantHas worked 23 years with the D2K softwareRochelle enjoys shopping


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D2K Customer Care

Dave Hartwig - Customer Care ConsultantHas worked 17 years with the D2K softwareIEP, AR, AP, GL, SF, IVC, PUM, EDI, EMAIL are his specialtyDave enjoys golf, snow skiing, snowmobiling, traveling, and coaching baseball



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D2K Software Development

The D2K Development Group has responsibility for…

Designing, programming and testing the standard Distribution-2000 software application All custom requestsProviding maintenance for all of the software Interfacing to third-party productsCertifying all applications on the database, operating system and hardware environments being used


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Fred Welles - Director, Software Development-UNIXHas worked 25 years with the D2K softwareCustom solutions, bar coding, order entry, and third-partyintegrations are his specialtyFred enjoys golf and his family



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Borys Boyko – Manager, Software DevelopmentHas worked 19 years with the D2K softwareThird-party integrations, operating systems, tools and applications are his specialtyBorys enjoys cars, working out, martial arts, and traveling


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Terry Kish - Project LeaderHas worked 28 years with the D2K softwareData conversions are her specialtyTerry enjoys golf and scrap-booking



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Dan Balevski -Programmer AnalystHas worked 12 years with the D2K softwareTools are his specialtyDan enjoys traveling,numismatic collecting, and art, science, and sports with his sons


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Sue Campen - Senior Programmer AnalystHas worked 28 years with the D2K softwareApplications and custom enhancements are her areas of specialtySue enjoys golf, rubber stamping artwork, and quilting



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Bob Maida - Software EngineerHas worked 15 years with the D2K softwareE-mail and faxing are his specialtyBob enjoys tennis


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Paul Sileo - Senior Programmer AnalystHas worked 18 years with the D2K softwareOrder processing is his area of expertisePaul enjoys sports, music, drinking wine, and his family



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Laurie Verlardi - Programmer AnalystHas worked 10 years with the D2K softwarePrint and fax forms are her specialtyLaurie enjoys reading and playing with her kids


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Web Case Entry vs. 800 Number

Calling the 800 numberCall could go to voice mailMeaning can be lost in translation

Entering a case on the web No waitExamples can be attachedCan leave many detailsCase status can be shownInstant messages when existing case is updated



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Enter a Case on the Customer Web Site


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Where Does the Case Go?

Case is added to the Support queueSupport team members have immediate access to all information in the case



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Where Does the Case Go?


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Case History

Provides access to all cases, open and closed



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Case Access

EscalateReopenAppend/ChangeSearch past casesLet’s try it!


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Solutions

Available for your use as well as oursAnswers available 24/7Not just problems and answersBusiness solutions850+ new D2K solutions written in past 12 months



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Search for Solutions


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Search for Solutions

Review the solutions



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Browse for Solutions


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Custom Education Program

Free, online tool available on Customer Web SiteAllows for creation of custom tests for employees

System questionsCreate your own questions

Provides real-time analysis and training solutionsNew employeesRefresher for existing employees

Saves results for progress tracking



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Customize Test to End-User’s Job

Functional Area

Roles

Tasks

Topics

Questions

Create Test Give Test Evaluate Results


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Custom Education Program

Available functional areasOrder ProcessingSystem AdministrationPurchasing and ReceivingAccounts Receivable

User-created functional area



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Select Roles


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Select Tasks



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Select Topics


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Select Questions to Include

Select existing questions, or create your own



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User-Created Functional Areas

Create important areas for your businessDoes not have to be system-specific

Paperwork proceduresCompany proceduresProduct lines


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Web-Based Training (WBT)

Classroom-type instruction delivered via the World Wide WebOne- to two-hour coursesCollaboration with others

Two-way live audioAbility to take notesPolling and quiz questions

Software available for hands-on training


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How Does WBT Work?

Register for WBT on the Customer Web SiteSpecific topicScheduled time

Confirmation sent to you via e-mailUsername/Password

Instructions to download (free) WBT software

Attend class…without even leaving your desk!



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D2K Web-Based Training Courses


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Online Idea Exchange (OLIE)

Free, one-hour online discussionHosted by Activant, typically during lunch hoursDesigned to provide networking opportunities

Industry expertsActivant employeesDistribution colleagues

Requires a headset and microphone



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Online Idea Exchanges

Improve the use of the solutions and services in which you've already invested Enrich relationships with other Activant distributors and employees Foster better understanding of industry issues and solutions No chargeNetwork without incurring any expensesInternet connection, headset, and microphone


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D2K On Line Idea Exchanges

Past topicsKeeping Yourself Informed via the Customer Web Site Pricing OptionsEDI: Issues and Future DevelopmentPurging Data

Future TopicsMeet the D2K TeamExploring the D2K Rebate Option

Have a topic?E-mail to [email protected]



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DocumentationAll latest program documentation is located on Customer Web Site


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Other Tools Available on Customer Web Site

Activant Insights – produced for D2KNewsflash – D2K News

Can “subscribe” via alerts to get e-mail notification

Message board forums – network with other D2K usersEnhancement requests My Account – transactions for your companyContacts – specific to your companyComing Soon: New IT HelpdeskComing Soon: Online Computer-Based Training



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Additional Resources

Technology Center – Demo and hands onT602 – Activant's Customer Web Site: Advanced Functionality and New FeaturesT802 – The Custom Education Program: Getting StartedF202 – Advanced Concepts with the Custom Education ProgramFree Web-Based Training Courses are available on the Custom Education Program


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Suggested Action Plan

Verify all applicable users are signed up for Customer Web Site accessBrowse new solutions weekly or monthly Enter a CEP test for yourselfEnter your next case on the Customer Web Site



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Summary

Know your D2K Support TeamCasesSolutionsCustom Education ProgramOLIEAvailable documentation resourcesOther available tools


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Thank You for Attending

W521 – Support and Educational Opportunities for D2K Users Marlene KritzerPlease submit the Session Feedback Form

To receive NASBA credits, please be sure to complete the Session Feedback Form and sign the class roster in the back of the room

Session Feedback Form Summit 2007 – Las Vegas, NV

Please take a moment to evaluate this session and offer feedback. Activant uses your input to understand your needs and to determine future Summit sessions.

Session Name: Session Number:

Presenter’s Name:

How important is this topic to your job/company? 1 2 3 4 5

Not Important Important

Please rate the educational value you received from this session. 1 2 3 4 5

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1. What software are you currently using?

2. How long have you personally used this software?

3. Describe the effectiveness of your instructor.

4. What is your overall evaluation of this session?

5. What could have been done to improve this session?

6. What sessions would you like to see presented at future conferences?

7. What issues will be critical to your business in the next 12-24 months?

Check here if you would like CPE credits. To receive credits, be sure to sign your name at the bottom of this form and sign the roster in the session room.

Answering the following questions is OPTIONAL (but required for CPE Credits).

Yes No

Did this session meet your expectations, based on the description/objectives in the registration materials?

Were the pre-requisite requirements stated in the course description appropriate?

Did the session materials contribute to achieving the learning objectives?

Did the equipment (screen, microphone, projector, etc.) in the room enhance the instruction?

Was the time allotted for the session appropriate for the topic?

Name:__________________________________________________________________________________________________

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new w521 - support and educational opportunities for d2k users · 2007. 2. 23. · summit 2007: get...

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