Thanks,
....Monty.
- Listen to the customer.
- Read every word posted in an open case by the customer. When you feel yourself asking for an online session in the first minute of a call, take a breath and listen again.
- Allow customer base to keep pace with change:
- More time between major versions
- Longer support windows for major versions.
- Provide in some cases a one-off fix
- Perhaps a micro-patch, prior patch level, or managed workarounds rather than insisting that a customer upgrade immediately before getting to a fix. Sometimes getting a fix is urgent and upgrades are either in the works or not in the current-year budget.
- Thorough documentation of Business Objects and methods
- What is required in parameters
- Description of BO logic
- Access to a software area champion
- This would be a SME within Epicor, in addition to the currently-assigned support person, whose role is to answer brief questions about how the software is supposed to work, to customer and support person alike. Those individuals with years of experience in a specific area of the software such as MRP or GL posting. We've seen this happen informally.
- Address issues of the FTP site
- down
- not accepting files due to being full
- Quick escalation of reported issues in certain cases
- where the customer contact is clearly a super user, and
- the problem being reported is beyond the understanding of Level 1 Support
- Extend the lives of data fixes provided.
- Some companies are going through multiple test cutover upgrades, and need those data fixes to continue working
- Allow submittals of improvement requests through the EUG.
- This capability existed in our prior platform, and we are working on regaining the ability.
- Provide a list of known issues with each update.
- Provide documentation on using the Electronic Interface in import/export of data, specifically the programs used in reading/conversion of data to the internal dataset used.
- Combine EpicWeb and EpicCare, to make finding the answers easier.
[List edited to add John's and Doug's inputs below]
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Best,
.....Monty.
Monty Wilson ERP Developer
ERP Developer
Black Horse LLC
Houston TX
832-399-4643
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