Posts Tagged ‘Support’

Dydacomp Holiday Update

Thursday, December 22nd, 2011

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

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

As the holidays approach, we wanted to provide you an update on Dydacomp Holiday Hours and Closings:

  • Dydacomp will be open during normal business hours from 9am to 5pm ET tomorrow Friday, December 23, 2011.
  • The Dydacomp offices will be closed on Monday, December 26 and Monday, January 2 in observance of Christmas and New Years.

The Dydacomp support team can always be reached in case of emergencies after hours, weekends, and all holidays by calling 973-237-0300 at any time. All SiteLINK customers and those Multichannel Order Manager customers with Platinum Support level contracts will receive 24/7 support to address any emergency issues that cause business interruption as quickly as possible.

We would also like to remind all Dydacomp customers to please backup your M.O.M. systems as often as possible to ensure the integrity of the data.  It is also recommended that you test the backup of your M.O.M. to verify that it contains a fully working copy of your entire MOMWIN folder. This will be vital to your M.O.M. system should a major error arise as the year comes to an end and enable you easily recover your information. For more information on how to backup your M.O.M. system, click here.

We wish you a strong finish to 2011 in these final weeks and we look forward to working with you all to share a successful 2012!

 

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Important Multichannel Order Manager Tip for Your Multichannel Business

Thursday, December 8th, 2011

Posted by: Bill Houghton, Dydacomp Implementation Team 

The holiday season has kicked into high gear and online measurement firm ComScore reports that holiday season eCommerce spending during the first 34 days of the holiday shopping season is quickly approaching $20 billion. Comscore also reported that this is a 15% increase in eCommerce spending compare to the same time period in 2010.

Dydacomp Support team is on standby to help ensure the success of your business during this busy time.  It’s highly recommended that you backup your M.O.M. systems as often as possible to ensure the integrity of the data during this busy holiday season. Also, make sure you test the backup version to verify that it contains a full working copy of the entire MOMWIN folder. For more information on how to backup your M.O.M. system, visit this blog.

I also wanted to bring up an important feature in M.O.M. that is often unutilized by many M.O.M. users. M.O.M. provides your business the ability to assign and manage Product Attributes in both your SiteLINK eCommerce store and your Multichannel Order Manager System.  If set up properly, product attributes provide a simple way to setup size/color items. Once set up, these features help to improve the quality of your website and facilitate the customer’s ability to order the product that fits their needs. They will also enable you to improve your inventory management efficiency which will contribute to the overall improvement of your order management processes.

Failure to establish product attributes will display product information in normal listing of size color items on a web page or when placing them on an order.  This can be tiresome and tedious if you have a large number of size color items to hunt through as seen below:

Once you set up product attributes, you can create  more innovative and functional design to allow customers/order takers to easily perform a size color search:

Product attributes also allow you to create drop down menus and radio button selection options for your size/color choices to make it easier to select which attributes you want listed on your site.  Product Attributes enable you to keep all size color products at a base price and then modify items to change any unit price.  These features can enable you to cut your product setup time in half.

To set up products attributes, go to the Product drop down menu, and select the Maintain Stock Items option. Once in the Stock Item lookup screen, select the product you wish to add product attributes to. Once in the Stock Item screen, select the Product Attributes Tab and check the box for Enable Product Attributes. Then you can add the size/color attributes to that stock item:

Hope this helps to improve the management of your M.O.M system during this busy time of year. If you have any questions please contact support at 973-237-0300 or online at the support section of the website. 

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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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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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Posted in Customer Satisfaction, Ecommerce, Multichannel Order Manager, Support, Webinar | No Comments »

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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Posted in Dydacomp News, Ecommerce, Multichannel Order Manager, Support | No Comments »

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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New M.O.M. Update Available!

Tuesday, September 20th, 2011

Posted by: Michael Nardini, VP of Customer Satisfaction

As of September 22,2011 Google Base will be changing the requirements for the Google Merchant Center and Google Product Search. In order to ensure that you will still be able to publish your Google base data feed from M.O.M. to the Google Merchant Center, you must download the latest executable dates 09/20/11. In this update, we have added the new standards for the product base data feed.

Without the new standards, you will no longer be able to update your Google Base feed from M.O.M. These  new standard includes the addition of several new fields for product search including:

  • Product Category
  • Availability
  • Gender, Size
  •  Color
  • Pattern
  •  Material
  • Gender

For more information about setting up your Google base feed in M.O.M., Check out this document on our user forum.

Along with the Google Base standards, this update includes a number of fixes that will help improve your M.O.M. system.

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.

 

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Dydacomp Support Update

Wednesday, August 31st, 2011
Posted by: Michael Nardini, VP of Customer Satisfaction

Due to continued flooding in the wake of Hurricane Irene, more roadshave been closed leading to the Dydacomp headquarters in Totowa, NJ. Dydacomp’s office will continue to operate today Wednesday 8/31/2011, with a skeleton crew at our headquarters. They will be supported by many of our Support team members that are working from home.

Our goal is to respond to and resolve all support tickets at normal levels, but customer’s with critical issues such as down systems remain the priority. Less critical issues will be responded to as soon as possible. We will keep you posted and inform you of Dydacomp’s status as it changes.

We appreciate your continued understanding and patience this week. Dydacomp Sales is available and will continue to return voicemails today. Access to report all Support issues online or by phone by calling 973-237-0300 is still fully operational and we will do our best to address all of them as soon as possible.

Thank you again for your continued patience and understanding.

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ACVM Resolution

Tuesday, August 9th, 2011

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

The recent issue with Dydacomp’s Address Correction Verification Module has been successfully resolved.   The first step for M.O.M. 7.1 and 6.2 users is to get the latest program update published 8/5/2011 on the support section of the website. Click here for a guide to download the newest executable.  The next step is to extract the new ACVM data which is on the new ACVM disks you will be receiving shortly. As of this morning, all of the new ACVM disks have been mailed out to all ACVM users.

Once you have downloaded the latest program update and received the ACVM data, you should then re-enable ACVM .

1. Go to the Maintain drop down menu, followed by System Information, and then select Global Parameters.

2. Once in Global Parameters, select the Customer Entry Tab.

3. Re-check off the boxes of your ACVM choices and re-enter your ACVM Installation Path into the ACVM box.

We apologize again for any inconvenience the ACVM issue may have caused. If you have any questions or concerns, please contact Dydacomp Technical Support.  The support team is available Monday – Thursday 9 AM – 6:45 PM EST and Friday 9 AM – 4:45 PM EST.  You can also contact support via the online ticketing system by clicking here.

 

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Keeping M.O.M. PCI Compliant

Thursday, June 9th, 2011

Posted By:  Ryan Galicia, M.O.M. XL Support Team Leader

As a merchant accepting credit/debit cards for payment, you should understand the importance of remaining compliant with the Payment Card Industry Data Security Standards (PCI DSS). To ensure that your business is operating on the most PCI compliant version of M.O.M. we encourage you to update to the newest executable available on the support section of our website.

Another measure your business should take to help you remain PCI compliance is to purge credit card information after a certain number of months. Failing to purge credit card data is putting your business at risk and if a security breach occurs, your business will pay fines on a “per credit card stolen” basis.

Multichannel Order Manager includes a tool to purge the credit card from the order after x days; you want to think about keeping that setting to something like 3 or 6 months.  One thing to consider is if you offer subscription type items, you will need to set it to more than 1 year, maybe 13 months to make sure you keep the card on file long enough to renew a yearly subscription. NOTE: M.O.M. will never automatically purge customer data of any type. All data purges must be done manually by users with the credit card purge routine.

To Access PCI Tools in the M.O.M. Application

PCI tools for log management and encryption key rotation can be accessed under the Options menu, as indicated in the screenshot below.  The module provides users with a configurable means of securely deleting cardholder data after a user-defined data retention period.  This data retention period should be documented in customer policies. The reminder for the amount of days for data retention is actually stored under the Maintain drop down menu, then System Information, select  Global Parameters and once in this screen choose the ICCAS tab then select Credit Card (as seen in screenshot below).


When stored cardholder data retention exceeds the user defined retention period, M.O.M. will notify the user that sensitive data must be purged just before the user exits the application.

Also note only M.O.M. v7 users are able to become PCI compliant. If you are not on M.O.M. v7, you will not be able to satisfy the PCI DSS Standards. If you are not currently a M.O.M. 7 user and wish to upgrade M.O.M. to satisfy the PCI standards, click here. Simply fill out the form and a Dydacomp expert will help get you on track to PCI compliance!

 

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