Posts Tagged ‘M.O.M. Support’

Backup M.O.M. or Else

Thursday, February 17th, 2011

Posted by: Ryan Galicia, Dydacomp M.O.M. XL Team LeaderRyan Galicia, M.O.M. XL Team Leader

What is the most valuable tip technical support reps share with Multichannel Order Manager (M.O.M) users?  Create a backup of M.O.M. daily. One would be surprised at how many support issues could be easily resolved if Dydacomp clients had simply made a backup of their system before their computer crashed. Creating a backup will prevent any problems from arising due to an unforeseeable event, such a crash, hard drive failure, or data corruption, etc. If any of those things occur and your files are backed up, you can easily restore those files and continue with business.

No matter how you look at it, data loss is a horrible outcome for any business and could result in detrimental financial losses. Human error accounts for 30% of all  data losses, hardware malfunctions in general represent 42% of the vanishing data, 13% is due to software corruption, and 7% is due to those dreaded viruses that always seem to hit your computer at the worst possible time. The truth is 31% of instances where the loss of data occurs CANNOT be controlled or predicted. No matter how careful you are with your M.O.M. system, there are issues are beyond a person’s control.

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Wouldn’t you rather take the few minutes to backup your data before you leave at night, then risk losing everything when your computer decides to crash for no apparent reason. Instead of becoming a victim prepare yourself with an easy solution.  Some clients have told me that they only backup their M.O.M. systems once a month, although this is better than never backing up, you will still not be able to recover any data from the time between the last backup and the crash.  A daily backup is the best solution.

Save yourself the time and frustration that will result in the loss of data for your business, by making a daily backup of your system. You NEVER know what can happen; it is always better to be over prepared then under.

For steps on how to create a backup for your M.O.M. system please check out this blog written by Art Vivino, Technical Support Supervisor.

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5 Reasons to Checkout the M.O.M. User Forum Today!

Friday, January 28th, 2011

Posted By: Christine Amodio, Dydacomp Technical Writer and Trainer Christine Amodio, Dydacomp Technical Writer

Dydacomp’s Multichannel Order Manager User Forum is a great resource for M.O.M. users.

Here are 5 reasons why you should check this site out today!

1. You will find a collection of useful tips from experts that help you get the most from M.O.M. On the M.O.M. User forum, we have compiled a number of useful articles to aid in your discovery of ways to effectively integrate M.O.M. into your business. Popular articles include the Top 5 Things Overlooked in My Preferences and Order Processing Tips.

2. Find out important information on any updates or new features we have added to M.O.M.. These additions are vital to keeping your M.O.M. software running smoothly. The M.O.M. User Forum is a great resource for you to find out how to install the updates, what changes were made and how they will benefit you.

3. The Frequently Asked Question section provides you with answers to questions the support team is commonly asked. We encourage you to comment and add your own insight and/or questions as well. You might be surprised to find an answer to a M.O.M. question you haven’t even thought to ask yet, so check it out!

4. The truth of the matter is the more you know about a software program, the better you are at using it. The M.O.M. User Forum provides you with plenty of resources (Webinars, User Guides, Articles, FAQs, How-Tos, etc.) that you can look over on your own time to help you understand better Multichannel Order Manager and SiteLINK. These resources are open to the public, and therefore can be accessed without registration or log-in whenever you want them. They are there for your convenience 24 hours a day, 7 days a week.

5. Is there a question you need answered about M.O.M.? Well, submit it here and we’ll be sure to answer it ASAP. This is a great place for you to communicate with Dydacomp and recommend articles you would like to read. Feel free to comment on articles as well, especially if you have any tips you would like to share yourself!

Here at Dydacomp we want you to feel comfortable with M.O.M. and know M.O.M.’s ins and outs as well as our experts do. That’s why we created the M.O.M. User Forum. We recommend you check it out because,  as the expression goes, you learn something new every day!

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How to Setup Invoices in M.O.M.

Tuesday, January 25th, 2011

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

How to Establish Invoice Options in Global Parameters

You can easily establish what type of invoice you want to send to your customers under the forms tab in Global Parameters.  Go to the Maintain drop down menu, select System Information, and then select Global Parameters. The forms tab should be displayed.

Depending on the setting for Combine Invoices with Packing Slips, invoices can be combined with packing slips in Stage 2 of Order Processing. Depending on this selection, invoices may not be printed in Stage 11.

Combine Invoices With Packing Slips (Stage 2) For – This setting enables you to combine the invoice with the packing slip in Stage 2, eliminating the separate invoice form printed in Stage 11.   The combined form is an invoice that can be packed with the order. By selecting All Orders, all invoices will be combined with packing slips for every order in Stage 2 of Order Processing. However, orders with drop shipments will still print separate invoices in Stage 11. If you select No Orders, a separate invoice will always be printed in Stage 11 of Order Processing for each order. By selecting the Simple Orders option, M.O.M. will combine packing slips and invoices only for those orders that 1.) are prepaid 2.) have all merchandise sent in a single shipment 3.) have one shipping method 4.) are shipped from just one warehouse 5.) have the same billing and shipping address, 6.) are not drop shipped, 7.) are not service items.

Forms Imprinted – Check this box if you are using invoices that are imprinted with your company name/logo and address. Leave the box empty if you are using blank or “generic” invoice forms so M.O.M. can print the company name/logo and address on the invoice.

Email Invoices To Customers – Check this box to enable M.O.M. to send a Preformatted Email Invoice to your clients that have Email selected as their contact preference in the Financial Tab of their customer records.

Type Of Form – This setting offers you the choice of what form you wish the invoice to be printed on.   The most common forms are:

  • Laser Invoice: This is the normal invoice that customers receive with the order information as well as pricing details.
  • The L Form: This invoice includes the shipping labels to help you reduce the time needed to match up your packing and shipping paperwork.
  • The G Form: This invoice is similar to the L Form, but you can allow your customer to include a personalized gift message with their purchase which is then included on the invoice.
  • The W/S forms: These invoices will include the information that is needed to help to streamline your warehouse procedures. This form will include all the details needed to pick, pack and ship the orders in one easy form.
  • For more information on any of these forms, check out Software Form Plus.

If you have any comments or questions, please feel free to comment and let us know!

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How to Setup Free Shipping in M.O.M.

Thursday, January 20th, 2011

Posted By: Art Vivino, Technical Support Supervisor Art Vivino, Dydacomp Technical Support Supervisor

There are many different incentives to get your customers to purchase your products. One popular method is to offer your customers free shipping on orders. This is easy to set up in Multichannel Order Manager (M.O.M.) and there are several ways to allow  free shipping on an order.

One way to achieve this would be by creating a shipping method that would not charge anything to the customer. This is done by going into the Maintain drop down menu and selecting the Shipping Methods option.  You can then use FRE, for example as the code to be used on an order. This method would be sent to, not charged to the customer.

Ex: This is done by leaving the box ‘Actual Charges’ unchecked. Also, do not add any additional charges such as ‘Per Box Charge’ or ‘Per Invoice Charge’

The invoice sent to the customer would show 0.00 for shipping.

If you wish to show on the invoice that you gave the customer free shipping, you would create a new stock item in M.O.M. called ‘Free Shipping’. Mark this as a service item and leave the unit cost and price as 0.00. When added to an order, you can change the unit price to the negative amount of the shipping total.


Another method to offer free shipping is by using an Order Promotion. This is done by going to the Maintain drop down menu,  followed by the Advertising Information option and select Order Promotions.

You may want to allow this promotion to only those customers that meet specific criteria. This may be Source Key given to them via an email advertisement.

Or by using a particular customer type.

Hope this clears up any questions you had  on how to apply free shipping in M.O.M..

Let us know if you have any questions or if there is anything we can help you with!

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Happy Holidays!

Tuesday, December 21st, 2010

Posted by: Michael Nardini, VP of Customer Satisfaction

From all of us here at Dydacomp we hope you had a  successful holiday season, and we wish you  happy holidays with an even better New Year in 2011.

Whether anyone wants to admit it or not, the holidays are coming to a close as the year slowly winds down in the final 2 weeks of the December.  The holiday rush has proved successful this year with the ComScore reporting that consumers have spent $27.46 billion since November 1st, a 12% increase over holiday sales last year. Have you seen similar results for this holiday season?

I also wanted to take this opportunity to share our holiday hours:

Wednesday, December 22 – Dydacomp will close at 4pm ET for a company meeting. A limited number of Support staff will be available to handle system down and critical issue calls.

Friday, December 24 – Dydacomp will be open for a half day on Christmas Eve from 9am to 12pm ET.

Monday, December 27 and Monday, January 3 – Dydacomp will be closed in observance of Christmas and New Year’s, however; limited staff will be available to board tickets from 10am to 4:30pm ET.

System down tickets will be responded to within the hour; however, non-critical and “how-to” issues will be deferred to the next business day. As always, in the event of a site down when the office is closed, SiteLINK Support is available at (973) 641-090. This is an emergency line for site down issues only. All non-critical issues will be handled by SiteLINK Support on the next business day.

Good luck in the last 2 weeks of 2010 and we look forward to working with you all to share a successful 2011!

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Holiday Preparation

Wednesday, November 24th, 2010

Posted by Al Pascale, Manager of eCommerce Services and Michael Nardini, VP of Customer Satisfaction of Dydacomp

With the Thanksgiving holiday this week, we wanted to share some changes and procedures we’ve put in place to provide extended support to ensure a smooth weekend and make sure you’re prepared for a successful Cyber Monday.  Our offices will be closed tomorrow, 11/25, for Thanksgiving, as mentioned in earlier emails, but we will be open on Friday. On Friday we will have a bit more than a skeleton crew with about ½ the Support staff coming in between the hours of 10-4 EST to help with any issues relating to your system being down or other high priority issues.  Since we’re going to be running with a short staff, some of the basic or “how do I” non-critical issues may not be addressed same day on Friday but all critical  issues (system down or site down) will be answered.

In addition to the available staff during the day on Friday, there will be also be separate representatives available to handle the 24/7 emergency SiteLINK phone and, if you’re utilizing our Platinum Support benefits, you will have the ability to call in 24/7 for a M.O.M. system down issue all weekend.

If you’re a SiteLINK client, besides the Support reps that will be responding to your needs, we’ve also taken a few pro-active measures to ensure better quality SiteLINK performance.  We have done a number of things including purchasing additional RAM, upgrading all of the servers as well as doing re-index routines on each of the databases to clean up any potential issues for data slowing down your web store. We have also upgraded our redundant network connection to our data center to ensure a quicker fail-over if the need arises. This is important because if our main network line goes down or speed degradation occurs while running on our redundant connection you will see no downtime.

In addition to the hardware and network upgrades, we have improved our monitoring system to more frequently ping each site, which will automatically reset a slow/unresponsive site to get you back up and running then send an automated message to the SiteLINK team for further research.

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Enabling Fraud Monitoring Tools

Wednesday, September 8th, 2010

Posted by Art Vivino, Technical Support Supervisor

Many Dydacomp customers enter a fairly large number of orders per day and using tools to catch fraud is something everyone wishes they could do more efficiently.  There may be times when orders manually entered are not carefully scrutinized and more importantly, orders imported that need to be checked by an automatic system so that they can be flagged for a manager to determine if certain potential fraudulent parameters or restrictions are met.

An effective way to monitor fraud today would be to use the Manager’s Authorization checkpoints in conjunction with the Dashboard feature within the User’s Profile of Managers and Owners.

In Global Parameters / Order Processing Design there is a check box to enable the Manager’s Authorization settings.  These settings will prevent an order from processing unless a user with Manager’s Authorization allows the order to be released.

There are a number of different settings you can use to restrict the order from proceeding unless it is approved by a user with Manager’s Authorization rights.

For example, I set a trigger to force Mail Order Manager (M.O.M.) to place an order on ‘review’ if the total dollar amount for the order exceeds $100.00.

After adding all the info required, the order will go into ‘review’ status.

To review and release this order, there is an icon to the left of the order status field.

Once you click the icon, another screen will appear requiring the input of the Manager’s user id and password.

Once the manager signs in, there will be another screen showing why the order is on review.

There may be more than one reason why the order is set to review.

A Manager should also have the ‘Manager’s Dashboard’ enabled in order to view all orders that are currently on review. To enable this, go to the user’s ID under:

Check the box next to “Enable Manager’s Dashboard”

On the Dashboard tab, select ‘Orders’ and then check the box below.

Log out and back into MOM.

In the main menu, there will be an icon to view the Dashboard.

When you select this icon, any order on review will display.

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Ticket Response Times – We’re Closing Them Faster Than You Think!

Friday, August 13th, 2010

Posted by Michael Nardini, VP of Client Satisfaction

Michael Nardini, Dydacomp VP of Client SatisfactionYou saw my post earlier this week regarding rising customer satisfaction scores.  One of the biggest factors impacting customer satisfaction ratings  is our ability to resolve system down or other critical issues quickly and effectively.  As you can see from the graphic below, we are happy to report that the all critical “system down” issues are being resolved faster.

Since March 2010, we’ve fully resolved nearly 80% of all issues within 2 hours of being reported.  60% of them are actually fully resolved under one hour!  Other categories are getting better including errors and basic categories.  Overall, we’re seeing that our average ticket close time went from 20 hours to about 5 hours to get an issue fully resolved.  The time is a bit higher than we would like because some “basic” issues and “how to” questions are handled by scheduling a call at the customer’s convenience, which may not be until later in the day or the following business day, resulting in a longer “ticket open time.”  Ultimately, we’re happy and hope you are too knowing that we’re here to help when you need us.  System down issues have been handled appropriately and consistently for about 5 months.   The graphic below shows that that any client reporting a system critical down issue will receive a response within 5-15 minutes of reporting the issue and will generally have a full resolution  within 2 hours.

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Client Satisfaction Surveys

Tuesday, August 10th, 2010

Posted by Michael Nardini, VP of Client Satisfaction

Michael Nardini, VP of Client SatisfactionIn Tech Support, one of the most important things we do is make sure that you,  as the client calling in with an issue, are comfortable with the problem’s resolution before we end the call.  Once you are satisfied  with the resolution, we will send you a confirmation that the ticket is closed with details of the problem and its resolution for your records along with a survey to fill out.  We’ve been getting a lot of surveys back lately and I thought I would share the upward trend of the responses.

If you remember last year, we had you call us and you frequently experienced long hold times.  Sometimes we weren’t able to get to your call in time and you had to hang up.  Many of you got through but we didn’t have the ability to handle issues that were important to you in a satisfactory amount of time.  More than 50% of you were unhappy with this scenario which is why we built out the ticketing system further and allowed all of you to have your issue reported immediately and routed to the best equipped agent.  We’ve been shuffling the Support team around and know that response times are better.  All survey responses are read by me personally,  so many of you have received comments and questions from me to learn more  about your experience.  I look forward to your continued feedback  to help to further improve our process until customer satisfaction reaches 100%!

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Seasonal Implementation Made Easy Using IEM and Multi-Company

Tuesday, June 1st, 2010

Posted by Dennis Ombati, Mail Order Manager XL Support Specialist

Dennis Ombati, M.O.M. XL Support SpecialistRecently, I had a chance to work with a major retailer of aquatic sports gear that needed their second SiteLINK store set up and fully integrated with Mail Order Manager in a relatively short period of time.  With the summer season fast approaching, their goal was to capitalize on the demand for their products and to double up their e-commerce revenue.

To accomplish this, they used the Multi-Company Controller Module which allowed them to establish a second company in the M.O.M. system.  By creating this second company, they gain the ability to integrate with multiple SiteLINK websites.  I walked the client through the process of building this second company and advised them on creating data files based on our stock file structure located in the M.O.M. Help file Data Dictionary.

The client provided the stock and inventory data for close to 2000 products in an Excel spreadsheet and we imported the data through the Import Export Module’s Stock Import Wizard.

Data Import Wizard

After a quick re-index and complete publish to their website, their second SiteLINK store was up and running.

Time was of the essence and this whole project would have taken them a whole month to complete due to the amount of products that needed to be created one by one.  With the use of all the additional modules involved (Multi-Company, IEM, and SiteLINK), the roll out time was shortened substatially.  The client was very happy that we were able to complete the project in less than a week thus saving them time and money.

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