Posts Tagged ‘technical support’

Multichannel Order Manager and Windows 7 Support Tip

Wednesday, February 1st, 2012

Posted by: Kathy Ulloa, Premium/SQL Technical Support Specialist

Many clients have called support asking whether or not Multichannel Order Manager (versions 5.4, 6, 6.2, and 7i) will run on the Windows 7 operating system. This seems to be a major concern for many M.O.M. users and the good news is that all versions of M.O.M. will be able to run on Windows 7. However, there are a few requirements that must be met in order for your inventory management and order processing system to run successfully on Windows 7.

These requirements include:

  1. M.O.M. must be run on the 32 bit platform. If you are unsure if you are operating on a 32 bit system, the quickest way to check is to enter your computer’s Control Panel then System and see on the information if it says C:\Windows\System32 or C:\Windows\SYSWOW6. if  you see Syswow64 is there then they are 64bit.
  2. The Windows user must have full access rights to the momlocal6 or momlocal7 directory and the user must have full access rights to the local foxuser.dbf and foxuser.fpt
  3. Make sure you install and run workstations in compatibility mode. Some users report that they have been successful at installing M.O.M. in servers with 64 bit platform, provided they still follow steps 2&3.  However the Fedex SMS Server module won’t run on 64 bit platforms.
  4. Also remember to check the users firewall/virus scanner, especially if you plan on using the  Auto Update feature. Since M.O.M. is an internal database it can be by-passed in a viral scan and tell the user that you can create a tunnel for M.O.M. and exclude any blocks on the firewall. Bear in mind that the rule applies for any credit card payments that have to be processed in M.O.M. and sent to your merchant account.  The firewall needs to be turned off or else the approval data will not be sent to gateway.  

Please make sure you have a complete backup of your M.O.M. system and test the backup version to ensure you have a fully working copy of all your system data. This will be vital to your M.O.M. system should any issues arise and enable you easily recover your information. For more information on how to backup your M.O.M. system, visit this blog.

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

 

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Dydacomp Update from CEO Fred Lizza

Thursday, January 12th, 2012

Posted by: Molly Griffin, Marketing Associate

To help our clients gain a better understanding of the important  changes  initiated  by Dydacomp over the past several months, CEO Fred Lizza released a brief update to M.O.M. users  this week.

Happy New Year, M.O.M. and SiteLINK customers! As we kick off 2012, I wanted to take a moment to share with you some of the changes we have made to improve processes as well as what new developments you can expect from the company in the year ahead.

To begin with, we have heard your concerns and frustrations as well as requests for product and service enhancements and have made it a priority to deliver improvements across the board. I learned a lot from speaking personally to many of you as I traveled around for the M.O.M.  8 seminar series, and we have also started increasing the frequency of customer advisory board meetings.  Let me begin by addressing customer support.

Since mid-2011, we have:

  • Increased support staff by 10 percent
  • Added a “customer service” layer to inbound support, designed to address more issues on the first call
  • Shifted answering of support calls during normal business hours back to our NJ-based support center
  • Implemented new escalation procedures that elevate emergency issues to our most senior support staff in real time
  • Introduced new internal monitoring tools and metrics

In the short term, this has resulted in over 30 percent of all inbound support issues being resolved in real time, with hold times averaging less than two minutes. This is a good start, with more progress to come, and we will continue to look for your feedback and implement new processes to improve support in the coming year.

2011 was also a significant turning point from a product perspective. We made a significant strategic shift by deciding to open the M.O.M. product.  The initial effort resulted in the release of M.O.M. Version 8 and its new API.  The response to it has been overwhelmingly positive. And we have made related improvements in our published release schedule for M.O.M. Version 8. We have a very full 2012 M.O.M. delivery schedule planned, featuring twice-monthly bug fix releases with documentation of each fix, quarterly M.O.M. enhancement releases and monthly releases to the API.

2012 will be an exciting year for SiteLINK eCommerce customers also, as we begin the year with the launch of SiteLINK 7, creating end-to-end compliance for merchants on PCI-certified versions of M.O.M. and adding a new template enabling the creation of mobile storefronts. We continue to establish new partnerships to help you grow your businesses, and we’re investing in new technologies for the longer term future.

Finally, I wanted to say thank you to all of you – our loyal Dydacomp customers who have helped to prioritize these changes and improvements and identify the highest-impact innovations and advancements in our solutions. Much of what you will see in M.O.M. and SiteLINK eCommerce in 2012 is a direct result of listening to what our customers want in their order management and eCommerce solutions. I am looking forward to working more closely with all of you in 2012 on the exciting developments to come. Here’s to a successful 2012!

Sincerely, 

Fred Lizza

Dydacomp CEO”

We look forward to an exciting 2012 and hope that we continue to provide M.O.M. users the tools  needed to compete to today’s competitive multichannel marketplaces.  Have you noticed any positive changes from Dydacomp recently? Let us know by commenting below!

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Posted in CEO, Dydacomp News, Ecommerce, Multichannel Order Manager, PCI Compliance, SiteLINK News | No Comments »

New 2012 Shipping Rates Available

Tuesday, January 3rd, 2012

Posted by: Christine Amodio,  Dydacomp Technical Writer and Trainer

Christine Amodio, Dydacomp Technical Writer

2012 is here to stay and it is that time of year to update your Multichannel Order Manager solution to ensure you have the latest shipping rates published from the top shipping carriers.  Both FedEx and UPS implemented new rates as of January 2, 2012 and the U.S. Postal Service will follow with new rates effective January 22, 2012. All these updated rates can be found in the latest shipping rate update.

To get the newest shipping rates from FedEx,UPS, and USPS, please login to the Support section of the Dydacomp website:

1. Download and install the latest ‘program update’ for the M.O.M. software.

Note: M.O.M. 6.x, 7.x, and 8 Users should use the M.O.M. Auto Update Feature.

2. Download the latest shipping rates.

We strongly recommend that you process any unbilled orders prior to performing the Shipping Update. The Shipping Update will change actual shipping charges to reflect the latest rates. We also recommend that you back up your M.O.M. system prior to running any updates.

To help you ease the transition and easily update your rates in M.O.M., we have prepared detailed, step-by-step instructions so that you can perform these steps and implement the required updates on your own. The documentation can be accessed via the shipping updates section of the support site or by  clicking here.  To view a video that demonstrates how to perform the shipping rate update on M.O.M. 6 and higher, click here.  If you have any difficulty with installing these updates, Dydacomp Technical Support can be reached via e-mail at Support@Dydacomp.com and via phone at 973-237-0300.

 

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

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

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 »

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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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 »

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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New M.O.M. Executable Available!

Tuesday, October 4th, 2011

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

As a continuing effort to improve the quality of Dydacomp Technical Support, we will be releasing bi-weekly executables ( updates twice a month) that include a number of fixes and minor enhancements for supported M.O.M. users.

Beginning today, new executables will be available for download from the support section of  our website every two weeks. This week’s executable (dates 10.4.11) includes minor fixes such as:

  • An Updated Blackthorn interface to support the latest version of Blackthorn.
  • Enable the ability to toggle Fedex Ship Manager Server logging toggle to off or on
  • Export wizard now allows selection of order by field
  • Apply  a payment amount to a specific  part of an invoice
  • Enable the auto activation of Channel Advisor module

For a full list 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,

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Happy Labor Day weekend!

Friday, September 2nd, 2011

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

The last weekend of summer is upon us and we hope everyone has a great Labor Day weekend.

The Dydacomp offices will be closed on Monday September 5, 2011.

As always, in the event of a site down when the office is closed, SiteLINK Support is available at (973) 641-0901. This is an emergency line for site down issues only. Platinum Support Clients will have 24 hour support available throughout the day on Monday as well.

All non-critical issues will be handled by technical support on the next business day, Tuesday September 6 during normal business hours. You can  open support tickets online or via an e-mail  at support@dydacomp.com.

Have a great holiday weekend!

 

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