New Feature with QAD Support

Have you tried QAD Live Chat?

We are pleased to announce our newest feature, making it even easier to contact QAD Support.

QAD Live Chat provides you real-time support at your finger tips, without having to pick up the telephone. Since launching QAD Live Chat in January, we have taken hundreds of Live Chat incidents, with an average wait time of less than 90 seconds. It is an easy and convenient way to connect with QAD Support consultants, to help answer your questions.

Why should you try QAD Live Chat?  When you use QAD Live Chat, a world of experience is at your disposal. QAD Support consultants around the globe are connected and available to you—you always reach a QAD employee on first contact so you immediately get a qualified expert ready to help you. QAD Live Chat is currently available in six (6) languages; Chinese-Simplified, English, Korean, Polish, Portuguese and Spanish; with additional languages planned for later release. This allows you to reach a Support consultant in your language, making it easier for you to get the answers you need. 

When you engage a Live Chat session we create an incident for you, automatically. You do not need to spend time creating an incident yourself or waiting for a Support consultant to create one for you.  Simply chat with the agent, and they will update the existing incident for you. When you finish chatting, you may print or e-mail the transcript of your chat conversation, so you have a record of the exchange. This makes it especially easy to refer back to answers, suggestions and any steps or procedures provided by QAD Support.

QAD Support Customer Satisfaction Survey

And the Results are in!

QAD Support is continuously working to enhance the quality of support and the tools we provide to our customers. Last year we received over 400 responses to our Customer Support Annual Survey and we implemented the following changes as a direct result of your feedback:

This year we received over 600 responses to our Customer Support Annual Survey and based on a comparison of 2006 to 2007, we improved 7 percent in overall satisfaction rating! Your input is vital to our success.

88 percent of the customer respondents were Satisfied with the level of assistance they receive from QAD Support compared to just 81 percent the year before.

75 percent of our customers were happy with the amount of time it takes to resolve their issues compared to the 69 percent the previous year.

We continue to analyze the data and determine where improvements can be made for this fiscal year. Your feedback is critical in helping us to measure our progress and improve. Thank you!

QAD Custom Learning Portal and Knowledge Manager

Check out this new video!

A new video has been created to show how the QAD Custom Learning Portal can help keep your employees proficient and productive, and how the QAD Knowledge Manager provides access to a single version of the most current process documentation, accessible by the entire organization.

Watch the video now!

Listen to Jim Kirkley, Chief Knowledge Officer at QAD, describe the typical challenges our customers face with keeping employees trained and efficient in enterprise applications, while battling attrition, changing processes and knowledge erosion. At the same time, process documentation is difficult to keep current, accurate and accessible by everyone who needs it. Kirkley will discuss the consequences of knowledge erosion and demonstrate how the QAD Custom Learning Portal and the QAD Knowledge Manager work together to help address these issues.

The QAD Custom Learning Portal gives you several abilities you don’t have with the Standard QAD Learning Portal, such as the ability to assign groups of employees to courses, the ability to create custom courses and custom tests, and to get management progress reports. This is available to you in a hosted environment, with your company’s branding so it appears as an internal company application to your employees.

But where does the course material come from? With the QAD Custom Learning Portal you get every course from QAD (currently over 50 of them) and you can create your own course materials very easily using the QAD Knowledge Manager.

The QAD Knowledge Manager allows you to create, edit and store QAD documentation as well as other company and process documentation. Work aids can be developed by function, such as sourcing, manufacturing, delivery and finance. This helps to guide and enforce consistent processes and methods as employees perform their daily tasks. If the process changes, the documentation is updated by the owner, becomes immediately available to everyone, and a revision history is recorded. In addition the QAD Knowledge Manager can be used to author custom course materials, and made available in the QAD Custom Learning Portal.

QAD offers the Custom Learning Portal and Knowledge Manager as tools to help address the knowledge erosion dilemma.  When your employees are knowledgeable, they are happier, productive and more valuable.

Check out the video and tell us what you think. Send your comments to Jim Kirkley at jrk@qad.com.