Archive for the ‘Support’ Category

Holiday Update from Dydacomp

Wednesday, November 23rd, 2011

Posted by: Michael Nardini, VP of Customer Satisfaction Michael Nardini, VP of Client Satisfaction

The holiday shopping season is quickly approaching and National Retail Federation estimates that US retail holiday sales will rise 2.8% this year to $465.6 billion. Dydacomp Support will be available when you need them to help ensure the success of your M.O.M. system during your busy time of year.

Dydacomp Support will be closed Thursday November 24,201 for the Thanksgiving holiday (24/7 Support is always available), but will return Friday November 25, 2011 for normal business hours. Dydacomp support will be available from 9am-5pm EST via telephone at 973-237-0300 or online at the support section of the website. Dydacomp support can always be reached after hours, weekends, and holidays by calling 973-237-0300 at any time.

We recommend that you backup your M.O.M. systems as often as possible to ensure the integrity of the data during this busy holiday season. We also recommend that you test the backup version to verify that it contains a full working copy of the entire MOMWIN folder. This will be vital to your M.O.M. system should a major error arise over the holiday season and enable you easily recover your information. For more information on how to backup your M.O.M. system, visit this blog.

We anticipate a successful holiday season for all our customers and will work to help keep your M.O.M. system running during this busy time.

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Dydacomp Relocation Complete

Monday, November 14th, 2011

Posted by: Dydacomp Staff

Dydacomp has successfully relocated  to the new office location at 9 Campus Drive, Parsippany, NJ 07054. The move was completed over the weekend and all our systems  are up and running in the new office.

Thank you for your patience during this transition to our new offices. To contact  Dydacomp Support please call 973-237-0300 or you can also contact Support via the online ticketing system by clicking here.

Dydacomp Office Move

Thursday, November 10th, 2011

Posted By Michael Nardini, VP of Customer SatisfactionMichael Nardini, VP of Client Satisfaction

Dydacomp  is excited to announce that will be moving to our new office at 9 Campus Drive in Parsippany, New Jersey following the end of the day tomorrow Friday November 11.  We plan to complete the move over the weekend and to be up and running from our new facility on Monday, November 14, 2011.

Dydacomp Support will be available by phone and email during normal hours on Friday November 11, 2011. After 5pm EST on Friday November 11th, Dydacomp’s Multichannel Order Manager support services will be available for our Platinum support customers by phone at 973 500 3901.   This will remain the main Support contact number for all M.O.M. issues until we send a notice confirming that our phones are back up and running in the new office on or before Monday November 14, 2011.

SiteLINK store operations will not be affected during the move as the SiteLINK data center is remaining at its current location and our on call SiteLINK support reps will have full access to the data center during the entire transition period. Effective Friday November 11 at 5pm EST please direct any  SiteLINK  issue to  973 500 3901.

Online ticketing centers will remain available throughout the weekend.  Contact Support via the online ticketing system by clicking here.

 

We appreciate  your patience during the move and will keep you updated on the transition status.

 

Get Up to Speed on Dydacomp’s New Approach to Support

Friday, November 4th, 2011

Posted by : Molly Griffin, Marketing Associate at Dydacomp

Have you experienced Dydacomp’s customer support recently? We’re focused on providing you with the support you need to meet your business needs. This includes offering 24/7 support, handling calls from our headquarters office in NJ, practically eliminating call wait times, and ensuring the right team is working on your solution.

Join us Tuesday, November 8 2:00PM – 3:00PM EST to find out just how much has improved during this Webinar presented by Mike Nardini, Dydacomp’s Vice President of Customer Satisfaction. He’ll show you call center statistics that clearly show the improvements, then he’ll walk you through the support process, introduce you to the team that will work with you, and answer your questions.

By attending this Webinar, you’ll find out:

  • What changes have taken place to Dydacomp’s support to quickly resolve issues
  • How short the average wait time is for a call
  • Who the support team is and how they are evaluated
  • How the afterhours support call escalates to ensure a fast response
  • The percentage of first call resolutions
  • Coming attractions

Dont miss valuable tips and tricks for the best support experience. We look forward to seeing you there.

Title: Get Up to Speed on Dydacomp’s New Approach to Support

Date: Tuesday, November 8

Time: 2:00PM – 3:00PM EST

Click here to register now!

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Latest Support Release Available for Download

Tuesday, November 1st, 2011

Posted by: Michael Nardini, VP of Customer Satisfaction Michael Nardini, VP of Client Satisfaction

The latest bi-weekly release for Multichannel Order Manager  is now available for download on support section of our website.

Today’s support release  (11.01.11) includes:

  • A new field as been added in the Misc tab of a stock item to allow information to be written to a custom field that will be passed to Endicia for customs information for international shipping.
  • A change has been made to the box ID barcode so it will be readable by HarveySoft CPS.
  • A new tab has been added on the line item extended information screen to display the special pricing an item is eligible for.
  • Form N and Form S will now print a certified label for FedEx when using FedEx Ship Manager Server
  • For a full list of the enhancements and fixes in the update please visit the support section of our website.

Dydacomp support does have a plan to implement critical releases if any issues arise during this busy holiday season and will keep all customers informed of any critical M.O.M. releases during this time. This includes releasing a new program update to owners of our Automatic Shipping Calculation Module (ASCM) when the 2012 rates are made available to Dydacomp by all package carriers.”

To help ensure a successful holiday shopping season, the Support team has compiled a few tips to help ensure the stability of your M.O.M. system.

1.)       Implement and increase scheduled back-up routines

We recommend that all M.O.M. users should have a backup procedure already in place.  The best practice to start implementing, especially in this busy holiday season, would be to schedule backups on a daily basis.  If you do not already have a back-up routine in place, check out this blog or this user forum article for tips.

2.)       Weekly/Bi-weekly Re-index

To take advantage of M.O.M’s front-end ability to bring up records in larger tables, we recommend a database re-index routine should be run on a scheduled basis. Due to the fact that database re-indexing requires exclusive use of the system (only one user being logged into MOM), some users only run the re-index when asked by Dydacomp support. As the holiday season will result in a steady increase in data entered into the database, a re-indexing schedule should be run on a weekly or bi-weekly basis to ensure the stability and success of your M.O.M. system.  A backup should also be made prior to re-indexing the database.

3.)       Avoid conducting any Windows Updates or implementing any new 3rd party software installs/updates until after the holiday season

3rdparty vendors that integrate with your order management system  (ex. Blackthorne, ShopSite, Miva, etc.) may introduce  database changes in their upgrades that the Dydacomp may not be aware of.  Some Windows Updates are also known to make unexpected changes to your operating systems.  To best avoid a disturbance in your daily order entry and processing cycles during the holiday season, it is recommended that you wait to make any 3rd party updates until January 2012.

If you have any questions or have trouble updating,  Dydacomp Support is available Mon–Thurs 9am to 6:45 PM EST and Fri 9am to 4:45 PM EST by calling 973-237-0300. You can also contact Support via the online ticketing system by clicking here.

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Happy Halloween!

Monday, October 31st, 2011

Posted by: Molly Griffin, Marketing Associate

Happy Halloween from everyone here at Dydacomp. We hope everyone has a safe and fun holiday.

Last week, the Dydacomp CEO and SVP traveled to Napa, Cleveland and Pittsburgh for three very successful lunch events. These events were highly successful thanks to the great discussions and feedback from all multichannel merchants involved.

We want to thank all the M.O.M. and SiteLINK eCommerce companies who took time out of their busy schedules to attend the lunches.

Thanks for the great feedback and informative discussions about M.O.M. Version 8 and it’s new API, fraud protection, Amazon Marketplace connection, PCI compliance, customized invoices, and much more.

Interested in learning more about how Multichannel Order Manager can provide your business the tools you need to drive your eCommerce business? Check out the M.O.M. v8 webinar on demand or the M.O.M. v8 API webinar to find out more information on how to improve your online business today.

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New API Update Available for Download

Monday, October 24th, 2011

Posted by: Michael Nardini, VP of Customer Satisfaction

As another measure to help improve Dydacomp support, we will now be releasing once a month updates the provide enhancements to the Multichannel Order Manager v8 API. The first update is now available on the support section of our website. The M.O.M. v8 API enables your business to integrate M.O.M. with your eCommerce provider of choice.

These API updates incremental feature enhancements to M.O.M’s API to expand the capacity of the API and to ensure it meets your business needs.  To ensure the success of the update, each release will include documentation and some sample codes to help illustrate the new features we have added.

The first API release includes the addition of:

  • Retrieve customer
  • Retrieve stock items
  • Retrieve orders & order Items
  • Ability to receive payment authorizations for both credit card and eCheck
  • Updating of order addresses
  • Modify and remove order line items

If you haven’t upgraded to M.O.M. v8 and want to learn more about how M.O.M’s. API  can help improve your eCommerce store today, click here to register for the API webinar.

If you have any questions or trouble updating, The Dydacomp Support team is available Mon – Thurs 9 AM – 6:45 PM EST and Fri 9 AM – 4:45 PM EST by calling 973-237-0300. You can also contact Support via the online ticketing system by clicking here.

Please remember to backup your M.O.M. system daily. 

 

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New Executable Available 10.18.11

Tuesday, October 18th, 2011

Posted by; Mike Nardini, VP of Customer Satisfaction

Today the newest bi-weekly executable is now available for download on the support section of our website. Within this release, we have made some minor enhancements and a number of fixes for supported M.O.M. users.

This week’s executable (dates 10.18.11) includes minor fixes such as:

  • Update for M.O.M. & Sitelink integration to respect shopper’s Ship-Ahead selection, except in cases where you have set up to dis-allow Ship-Ahead on a global bases.
  • Update for the USPS bar code label.
  • Resolved the 107 error when performing a customer look-up via the phone number field.
  • Increase in the catalog code fields for smoother importing.

In addition to the above, we have also added a new global flag to serve as a work around with some of the rounding issues that you may have experienced when attempting to reconcile Accounts Receivable.

Customers now have the ability to set a global parameter to allow you  to round your line items extended price to either 2 or 4 decimals. This toggle impacts only new order and open orders that have not been invoiced or shipped (including multiple shipping, and ship-ahead orders). Once the toggle is set, the entire order total and the payment amount of the order will be calculated based on the rounding that is selected. Please note, this toggle will not change any orders that have already been shipped or invoiced and the order total can differ depending on the level of rounding that you select.

For a full detail of the fixes included in the update please log into Dydacomp Support Online.

If you have any questions or trouble updating, The Dydacomp Support team is available Mon – Thurs 9 AM – 6:45 PM EST and Fri 9 AM – 4:45 PM EST by calling 973-237-0300. You can also contact Support via the online ticketing system by clicking here.

Please remember to backup your M.O.M. system daily. 

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Learn About M.O.M. v8’s Powerful Capabilites

Tuesday, October 11th, 2011

Posted by: Molly Griffin, Marketing Associate

Miss the M.O.M. v8 webinars last month? Still interested in learning about the new features in M.O.M. v8? Join us for a live M.O.M. v8 webinar tomorrow October 11,2011 at 2pm EST. We’ll show you how you can achieve a significant return on investment as we walk you through our new API, fraud protection, Amazon Marketplace connection, PCI compliance, customized invoices, and much more.

Title:  Get the Keys to Drive Your Business with M.O.M. V8

Date: Wednesday, October 12, 2011

Time: 2:00pm-3:00pm EST

Register at: https://www1.gotomeeting.com/register/694958624

By attending this Webinar, you’ll discover how you can:

•  Connect to virtually any ecommerce shopping cart or 3rd party system to free internal resources and expedite accurate order fulfillment
•  Carve out suspicious transactions so you can protect your bottom line by catching fraudulent orders before they ship
•  Compete with the largest ecommerce retailers in the market
•  Ensure that your customer data is safe and that your business meets PCI requirements
•  Accelerate revenue growth by opening up the business channels available to you in order to reach 130 million potential customers
•  Take advantage of new system flexibility to customize your invoices, utilize paperless invoicing, enhance General Ledger exports, and more
•  Receive 30% off the cost to upgrade directly to M.O.M. Version 8 in October

Interested in learning more information about the new API in M.O.M. v8? Check out the API webinar on demand to learn how you can use the API to connect M.O.M. with your eCommerce Platform of choice.  This webinar will teach you:

  • The basics of the MOM API and what it can do for you
  • The key API functionality
  • How to access the API and communicate with 3rd party systems
  • What sample code looks like to make a connection

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Dydacomp Launches New Website Design

Friday, October 7th, 2011

Posted by: Rob Coon, Senior Vice President Robert Coon, Dydacomp President

Today, Dydacomp launched a refreshed website  design for www.dydacomp.com. The new website offers easier navigation to product information, partner pages, and resources to improve your online experience. The new website design will help showcase Dydacomp’s commitment to expanding the partnership program to provide users with the most flexible and complete order management and eCommerce solutions on the market.

The new design also emphasizes Dydacomp’s focus on opening up our solutions to clients and partners to provide them with the access and resources they need to run their business based on each company’s unique business needs.

Though many of the links and pages have been modified to increase the overall customer experience on the new website, the support section of the website remains the same.  This ensures that customers will always be able to access the resources and support information they need at all times.

Please take a minute to explore our new website and give us your feedback by posting a comment below. We would love to hear if you have any suggestions or comments about our new website.

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