QAD SUPPORT TOOLS & EDUCATION
Presented to the QAD California User Group
Greg Weinert
March 9, 2009
QAD Online Support & Education
Presented to the QAD California User Federation
Greg Weinert March 9, 2009
Agenda
Format & Support Overview
Empowerment through Knowledge Sharing
Engaging Support for Expert Assistance
New Frontiers (What’s Next?)
Discussion & Feedback
Summary
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QAD Support & Education
Listening for your ideas,
suggestions, needs
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QAD Support
Challenges & Opportunities
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Current Challenges
 Staying current
 Adding new functionality
 Improving skills and knowledge
 Planning for an upgrade
 Handling multiple sites, globalization
 Integrating with other systems
 Keeping systems up and stable
 Being responsive to your end users
 Staying compliant
 Making the most of your application investment
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QAD Support
How can QAD Support help you with
these challenges?
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QAD Support
Proven Track Record
Largest Support
Provider
Industry Recognized
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Deep industry experience and superior knowledge of QAD products and solutions
– 160 experts
– Averaging more than 7 years of QAD solution experience
– 94% customer retention rate
– Multi-lingual support
– 93% customer satisfaction rating
Largest support provider for QAD
– 20 call centers around the globe
– 24x7 coverage
– 29000 calls annually
– Direct line into QAD R & D organization
Industry-recognized certification for quality standards and processes
– ISO 9001:2000 certification
– Knowledge-Centered Support™ Pioneer (since 1997)
Where is QAD Customer Support?
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QAD Support
20 QAD Support Centers – Local Presence, Global Reach
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QAD Americas
QAD EMEA
QAD Asia/Pacific
BRAZIL
Sao Paulo
BELGIUM
Antwerp
SOUTH AFRICA
Durban
AUSTRALIA
Sydney
JAPAN
Tokyo
MEXICO
Mexico City
ITALY
Milan
SPAIN
Barcelona
CHINA
Shanghai
INDIA
Mumbai
UNITED STATES
California
Georgia
Illinois
New Jersey
NETHERLANDS
Schiphol-Rijk
UNITED KINGDOM
Dudley
HONG KONG
Hong Kong
THAILAND
Bangkok
POLAND
Wroclaw
IRELAND
Limerick
QAD Online Support center
empowerment through
knowledge sharing
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STEP 1 – ACCESS
 QAD Web Account
 Service Activation & Access
Unlimited Web Accounts
Single Portal
24x7x365 Availability
Customer Driven Design
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STEP 2 – NAVIGATION
1 Step Knowledge Search
Direct Incident Management
Categorized Segments
Customer Driven Design
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STEP 3 – EMPOWERMENT
 Self Service Access
 Support Knowledgebase
 Product Documentation
 Self-Study Training
 Full Training Guides
 Hands-On Lab Environments
 Multimedia CBTs
 ECO Info & Downloadable Details
 Technical & Reference Info
New Knowledge Added Daily
24x7x365 Availability
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Information for Various Skill Levels
Customer Driven Design
Improve Your Company’s Performance Through QAD Education
Courses
 Classroom Training – Attend instructor-led courses that offer
focused attention, hands-on exercises and knowledge transfer
from subject matter experts
 Customized training solutions - Classes are taught at your
location and at your convenience.
 QAD Certification Program – Be recognized for your
knowledge and mastery of QAD product functionality
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QAD Offering Free Online Training:
 Online Courses – QAD Customer Learning Portal offers more than 35 online courses about QAD products
available at no charge for customers who are active on QAD Support
 Training Guides Now In the Customer Learning Portal – Download the full classroom guide to empower your
training initiatives.
 Special Bonus!
Through April 30, 2009 all QAD Support customers are provided access to our enhanced on-line virtual training
environment for hands-on experience with QAD Enterprise Applications, free of charge. Assisted Help provided
live in the Hand-On Lab
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Hands-On Lab Environment…
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Save Your Progress, Come Back Later
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Help & Assistance in the Lab
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Let’s Boldly Go… Online
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QAD Online Support center
engaging support for expert
assistance
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STEP 4 – ENGAGEMENT
 QAD Community
 Customer Support
 Incident Entry
 Live Chat
 Self-Study Assistance (NEW!)
 Real-Time Incident Visibility
 Remote Diagnostic Connectivity
 Telephone & Emergency Help
Multi-Site Connectivity
Incident Management Control
24x7x365 Availability
Customer Driven Design
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24X7 EMERGENCY SUPPORT
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Show it… On Screen…
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QAD Online Support center
new frontiers
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Product Change Information
New Product Change Management System
– Replaces legacy “ECO Info System”
All QAD Maintained Products
– Not just Core QAD EA (MFG/PRO)
Defining & Gathering Requirements
– Sort & Search
• By Product, Version, Release, Build, Function
• Classification by Type of Change
– Details For Analysis
• Issue Description, Analysis Details, Steps to Duplicate
• Technical Details / Program List
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Contribute to the Knoweldgebase
Access to the Authoring Toolset
– Pilot Program for True Power-Users
Training Required
– Adhere to Content Standards
Same Content Visibility, but with More Search & Query Capabilities
If Interested – Please See
Me During a Break
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Wiki-Enabled Product Documentation
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QAD Customer Success Organization
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QAD Support & Education
Discussion & Feedback
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SUMMARY
 QAD SUPPORT
 KNOWLEDGE EMPOWERMENT
 ENGAGE FOR ASSISTANCE
 NEW FRONTIERS
Greg Weinert
Global Support Operations Manager
gww@qad.com
1-856-840-2871
QAD Proprietary
QAD Online Support & Education
Presented to the QAD California User Federation
Greg Weinert March 9, 2009