Contributed by: Sage Software
Sage Software BusinessWorks customers are a very diverse group: many have daily access to the Internet, while others have limited or no access to web-based services. For this reason, BusinessWorks CSS uses several methods to notify users of information that is important to their businesses: email notification, reseller bulletins, a web-browser-based information delivery system, user newsgroups, Sage Online Customer Services, and more.
Email notification is the most popular method of communication. When analysts and sales staff members speak with customers, they are encouraged to request or verify email addresses so that Sage BusinessWorks can provide customers with the quickest notification of a change, update, or issue that affects their business.
FAX: In cases where notification of an issue is critical to customers, Sage faxes a notification to those customers for whom no email address is available.
SageCast is a web-browser-based information delivery system, introduced as a pilot program for Sage Channel Partners last year. SageCast downloads Partner news and support files, including program fixes and updates, to the Partner’s computer. The program operates in the background and does not interfere with the normal operation of the computer. In the event of urgent information, SageCast has the ability to flash news and hot issues on Partner screens. This system is relatively new, and will replace the email notification tool when it has been made available to all customers.
Sage Online Customer Services: A key component of Sage Software Inc.’s support strategy is to make as much information as possible available to our customers on a self-service basis through Sage Online Customer Services (SOCS). Customers can log in to SOCS for up-to-the-minute information on the latest Sage BusinessWorks issues. SOCS provides the ability for customers to access the same live database that our support analysts use every day. The database is continually being populated with new information.
SageTalk is an Internet-based discussion forum designed to provide proactive communication between Sage customers, as well as allow for input from a forum monitor. BusinessWorks analysts monitor this forum on a regular basis. They respond to customer inquiries and forward customer complaints or suggestions to management.
Sage BusinessWorks believes it is important to proactively notify our customers of important product information such as hot product issues, verified defects or tax reporting changes. Toward that end, Sage uses several methods to insure that we reach all of our customers – from the most savvy Internet user to the small family-owned business – with little access to the latest technologies.