Posts Tagged ‘mail order manager support’

Dydacomp Update Post Hurricane Irene for Tuesday

Tuesday, August 30th, 2011

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

Yesterday, Monday, August 29, 2011 due to the aftermath of Hurricane Irene and the excessive flooding in Northern New Jersey Dydacomp’s office operated with a skeleton crew. Due to continued flooding, more roads have been closed leading to the Dydacomp headquarters. The office will continue to operate today, Tuesday, 8/30/2011, with a skeleton crew and we are doing our best to maintain coverage. As of 12:30 ET time today, over half of the Dydacomp support staff was available to respond to service issues with more expected to come online throughout the day.

Dydacomp Sales is available and will continue to return voicemails today. You are still able to report all Support issues online or by phone by calling 973-237-0300 and we will do our best to address all of them as soon as possible.

As our Support team is operating with limited staff, we ask for your patience and we will address system down issues and other critical issues first. All other non-system down issues will be responded to on Thursday 09/1/2011. We are expected to be open Wednesday 8/30/2011. We will keep you posted and inform you of Dydacomp’s status as soon as possible.

Thank you again for your continued patience and understanding.

 

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Save time: Use Dydacomp Online Ticketing

Thursday, February 10th, 2011

Posted by: Christopher Lang, Christopher Lang, SiteLINK Support SupervisorSiteLINK Support Supervisor

As most of you know by now, Dydacomp support is now tracking and closing tickets better than ever by using a new ticket logging system that we have implemented several months back. I speak to clients every single day, and I have come to find that most people using MOM and SiteLINK support are still not aware of our online ticketing system that allows you as our customer to open, close and track your open support issues. The video below is a tutorial on what our online ticketing system offers and how to use it.

Let us know if there is a video you would like to see!

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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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Customer Receipt Options

Friday, January 7th, 2011

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

Ryan Galicia, M.O.M. XL Team LeaderRecently many customers have called to ask how to set up the customer receipts from authorize.net to include the shipping and order confirmation notice.

However, this notice from authorize.net cannot be edited to act as an order or shipping confirmation notice. It is essentially a credit card receipt and shouldn’t be relied upon to send to the end customers as their main order receipt. Authorize.net gateway has the option to send your customers a credit card receipt for their purchase.

The shipping confirmation sent from M.O.M. for orders entered or imported into the system can be edited to act as a complete receipt for customers. You are able to create a customer notice that can serve as a payment confirmation that also includes shipping/tracking information. If you are using SiteLINK an order confirmation notice can be sent to the customer to confirm the purchase. If you have an issue or need assistance, check out the M.O.M. user forum FAQ on customer notices or contact technical support at 973-237-0300.  More information can also be found in the Knowledge Base under the article KB31130.

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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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Downloading Previous Orders from SiteLINK

Monday, September 20th, 2010

Posted by Christine Amodio, Technical Writer and Trainer

Christine Amodio, Dydacomp Technical WriterA customer recently told me they had a power outage while downloading orders from their SiteLINK store.  Some orders made it into Mail Order Manager, but some orders did not.  I advised them they can go to their SiteLINK admin page to get order download files from previous downloads.  They were happy to see there is a way to recover orders so they didn’t lose the sale and ensure customer satisfaction.  Once the order file has been downloaded from the admin page, it can be imported with M.O.M.’s import/export module.

Watch the video to see how to get a previous download file from SiteLINK.

http://www.youtube.com/watch?v=XnvvfZ2FbM4

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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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Join the Dydacomp Client Advisory Board Today!

Thursday, June 3rd, 2010

Posted by John Healy, Dydacomp CEO

John Healy, Dydacomp CEOWe are very excited to announce that starting in July, Dydacomp will have its first formal Client Advisory Board (CAB)…. there will be two boards actually, one for clients with a count of 10 licensed seats or more and another with up to 9 seats.

The charge of the CAB is to give us feedback and in some cases endorsement of product and service ideas that would positively affect the relevance and use of our solutions and services with our clients.  Additional criteria is that they need to be actively transacting and on Mail Order Manager Support.

Each group would meet in person in Totowa or you could attend the meeting online as well.  Meetings will be held 2x/year and members will be asked to sit on the CAB for 1-two year term.  Each CAB will be made up of 12 members that should be geographically as well as vertical market balanced.  We’ll also take a look at getting new, medium and long term clients on the CAB.  Each CAB will be made up of clients that are a mix of single and multi channel merchants (some will be on SiteLINK but not all).  The Board meetings will last two hours and a sample agenda is outlined below:

– Client Round Table

  • How’s business?
  • What trends are you seeing in the marketplace?
  • What’s new in your business?
  • What is one feature or product that you think might be helpful if offered by Dydacomp in one of our products
    • Include new product ideas as well

– Dydacomp

  • What we are seeing in the marketplace and our client base
  • New feature and product idea review
    • Client Feedback
  • Support update and enhancements review
    • Client Feedback

– Next steps

  • Dydacomp to review the CAB action steps from this meeting

To be selected to be on one of the two CABs, click here and give us some brief information about you and your business.  We will pick the members for the first round but after that we would like the existing CAB to select their replacements from the same self nominating process outlined above.

Also, we would want the CAB to be as transparent as possible to all clients so we would want to publish your bio and photo on our web site.

Click on this link to get started.  Nomination information will be taken through June 18 at 5 PM EST.

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