Keeping it simple

How to Improve Customer Service—Fast Practical ideas for these competitive times

This is a reprint of a May 2009 article from one of the web site we enjoy reading, AccountingMatch.com. Other articles are at this web site, which you may find of value.

In today's business climate, improving customer service is not a luxury; it is a necessity. Cutthroat competition, razor-thin profit margins and an anxious public have made this an essential element of doing business. Fortunately, providing effective customer service does not have to be costly, complicated or even overly time consuming. Service that pays off in satisfied customers is as much a product of common sense as anything else. Keeping that in mind, here are some practical suggestions to get the ball rolling. Make your company more accessible. Consider low-cost, effective ways to spread the word about your service department. For example, if your service department has a toll-free telephone number, display it prominently on your invoices, company letterhead and any other written material being sent to customers. It is even better if you can provide customers with a name (e.g., "ask for Sally or John"). The more you personalize your customer service, the better the chance of defusing an irate customer and retaining his or her business in the future. Keep things simple. Even pleasant sounding service representatives will begin to grate on someone's nerves if the customer has to speak to half a dozen representatives before getting help. Ideally, it should take a customer only  one or two calls to solve most problems. Eliminate unnecessary paperwork and red tape that only angers or annoys your customers. Give customer service people the power to make some decisions on their own. Caveat: Be sure that they have all the information available for each customer, such as what was purchased, in what quantity, for how much, how payment was made, etc. Also, service reps should be kept up-to-date about your company's products and services. As a result, besides handling returns and replacements, they may also mention similar items the customer could be interested in purchasing. Stay in touch afterward. Good service does not end when the customer hangs up the telephone or walks out the door. Remember, even though you may have been able to resolve someone's immediate concern, what you are really after is his or her repeat business. Follow up on customer complaints. Depending upon your type of operation and your budget, you can use postcards, phone calls or even in-person visits by sales reps as a way of making sure that the customer is satisfied. Finally, the best customer service policy in the world will not do you much good unless you back up your words with action. And just one negative experience for a customer can undo all the goodwill your company has built in the past.

 

PO Item Lookup in Dynamics GP

This tip originated by staff at Accolade Publications, who authored Confessions of a Dynamics GP Consultant. Here is their tip of lookup setting within Purchasing module:

When entering items on Purchase Orders, some people only want to see items assigned to the selected vendor. By default, GP shows all items in the inventory table. There are two different options for the lookup on POs and PO Setup defines what shows. In PO Setup, you have the choice of setting the Display Item During Entry by Item or Vendor Item. When set to Item, all items show in the lookups. When set to Vendor Item, only the items assigned to the vendor on the PO show in the lookups by default. Of course, you need to create the appropriate Item Vendor records to designate which items are available from which vendor(s). Now...you can also change this behavior while POs are being entered. Click on the Options menu selection on the Purchase Order Entry window. Check the Display Vendor Item option to show ONLY items assigned to the vendor on the PO. Clear the check box to show all items no matter which vendor. This option defaults to checked or not checked based on the option marked in Setup. Unless your company specifically assigns almost all items to specific vendors by creating the Vendor Item records, I would suggest leaving the option set to Item to show all.

Regards,

 

Jeff Cozens

Creating an import batch in SL which is in a foreign currency

 

All Dynamics SL users have the standard import capabilities through the transaction import tool. When using the transaction import screen, the process is powerfully enhanced by use of the Control Macro Generator, which dynamically adjusts for any customizations for field names, and layout. This tip addresses importing transactions say in Canadian dollars to a SL application which has a base currency in US dollars.

 

Dynamics SL users who have purchased the Multi Currency module, have the ability to enter transaction in multiple currencies for many of the data entry screens. One challenge the user of the multi currency module is how you import transactions in a currency different than the base currency for the application database.

 

This tip was created by Kevin Flynn, QA Associates, when he was helping an end user on the Solomon form. Here is Kevin's response:

 

It's quite easy actually for any screen that handles multi currency. The trick is to precede the normal TI data file with a currency line that states that currency, rate and effective date, after that everything else is the same, and you don't need to alter the TI control file. Remember, though, that you can only have ONE CURRENCY PER BATCH!!! Please see the example for

 

Voucher Entry (screen id : 03010.00) below:

 

Currency, CAD

CuryRate, SPOT, 03/03/2003, .74

"Batch",,200501,"H",100.00,

"Document",,"VO","VENDID",03/03/2003,,03/03/2003,01,100.00,0,"A",,,,,03/03/2003,,,,,,,,,,,,,,,,,,,,,,,,

"Transaction","N",5200,,,0000,,,,,100.00,,,,,,,,,,,,,,,,,,,,,

 

(where CAD = the correct currency and VendID = the correct Vendor ID etc...)

 

This example may be confusing until you realize that the import file is basically entering data into the selected screen in the same order as the field tab order on a screen.

 

Note the two special lines which start with Currency and CuryRate. These two lines are critical to alert the import that the information being imported in this batch is in a foreign currency, different than the base currency for the application database.

 

 

 

Drop me a note if you need more assistance,

 

Jeff Cozens

 

Travel Smart

This is a article which originally was published by small business community within my bank, Bank of America. I found the content valuable. Hopefully you too will find it valuable.. Happy Traveling….

 

Travel Smart

Posted on: Jun 5, 2009

 

Posted by: CommunityTeam

Travel Smart

 

Ten tips for travelers on a budget

By Max Berry

Travel can be hard on a small business owner's budget, especially now that airlines are charging fees for once-complimentary services like checking a bag. But with a little forethought and a willingness to root out the best deals, your next business trip could take you through friendlier-not to mention more cost-effective-skies than your ever imagined. Here are ten tips for business travelers on a budget.

1. Appoint a travel guru
Assign someone in your office the task of compiling a bookmark folder of Internet travel tools and discount sites. Sites like Priceline.com and Hotwire.com come in handy for discounted airfare and hotel rates, while Hopstop.com maps public transit routes and offers taxi fare estimates for America's largest cities. When the need to travel arises, save yourself some time by letting your travel guru hunt for the cheapest fares and discounts. Once they've narrowed the options, you can select the itinerary that works best for you.

2. Research your destination

Base your travel budget on realistic destination costs rather than an arbitrary per diem. If you maintain a set budget for every trip you take, you may find yourself running out of money fast. Likewise, if you bring a Manhattan-sized roll of bills to Tulsa, you may find yourself with far more than you need. Do some research on the city you'll be traveling to; how extensive is its public transportation system? What constitutes eating on the cheap in your destination city? Sites like Yelp.com and Citysearch.com will help you gauge just how much your stay will cost you.

3. Negotiate

Priceline's name-your-own-price option is a valuable tool for budget travelers, but many hotel managers will negotiate rates directly with customers. Most innkeepers won't advertise this fact, but if you'll be staying with them for a prolonged period of time, you can use that as leverage to get a better price. Angle for your own "corporate rate" by telling the manager that the slight discount you're seeking may make the difference between staying with them or going to another property nearby.

4. Take advantage of special offers

Frequent flyer programs and credit cards that award points for hotel stays and airfare are smart moves for any frequent traveler. Also consider signing up for a mailing list or two. Sites like Orbitz.com send regular e-mails detailing featured discounts on airfare while most major hotel chains offer special deals to frequent customers. Not every offer will be of use to you, but if it gets you a deal on your next business trip, it will be well worth sorting through the bulk mail.

5. Plot a course

If you are flying to your destination and will need to take a car from the airport, check the likely cab fare ahead of time (Hopstop.com is good for this). You may also want to use Mapquest or Google to familiarize yourself with the most direct route. Some cabbies will take a more circuitous path in order to drive up the fare if they sense you don't know your way around.

6. Pack light

This is sage advice now more than ever. Many airlines are charging $15 and up to check even one bag on domestic flights. If you can squeeze everything you need into a carry-on, consider foregoing baggage check altogether. Or, if possible, fly one of the discount airlines (like Southwest or JetBlue) that still allow you to check a bag for free.

7. Car rental tips

A general rule of thumb for saving money when renting a car is to reserve the smallest model at the lowest price. If the agency runs out of compact cars, they will be required to rent you a larger model at no added cost. You may also opt to waive the insurance. While the added precaution couldn't hurt, chances are you won't need it. Plus, you may already be covered through your own auto insurance or the credit card you used to book the car.

8. For short notice

When traveling on short notice, check airlines' special offers pages first. If your schedule is flexible and you are open to the idea of odd departure and arrival times, you may be able to snag a last minute deal. This is especially true for flights in the middle of the week. Some discount airlines also offer walk-up fares that are considerably cheaper than those of their large competitors.

9. Exercise some discipline

It may seem obvious, but resisting temptations like the mini-bar, room service, and in-flight cocktails will add up to big savings. Just as little expenses you'd barely even factored into your budget account for much of your day-to-day spending, small services like these are designed to turn a profit on travelers who are tired, unfamiliar with their surroundings, and lack a better option. Don't fall for them.

10. When in Rome...

Once you arrive at your destination, try to take some cues from the locals. There will be no better authority on how to eat, shop, and get around cheaply. If the people you are doing business with live in your destination city, ask them for some advice. If the city you're visiting has them, local blogs and Internet message boards-not to mention Yelp-are excellent sources for advice on how to do as the Romans do.

Do you have current address / phone info on file?

When we move one of the things that often fall through the cracks is changing addresses and phone info. Our company recently went from a dedicated fax line to an efax line, with its new 800 phone number. We forgot to tell Microsoft about the new fax line. I suggest you email your VAR and ask him to send you the contact info and address data that they have on file for you.

Your Var now have the ability to change these addresses via their partnersource web site. By getting your contacts updated is a great way to make sure info in being sent to the right address/url. A wrong address is likely to mean that no info comes to you.

 

Just a suggestion.

 

Regards,

 

Jeff Cozens

jcozens@systematicsol.com

5 Reasons To Consider Microsoft Dynamics GP On Demand Vs. NetSuite

Looking for a hosted accounting solution for your company. The author, S Meyer, expressed his opinion in his blog on 5/26/09 at this website:

http://www.erpsoftwareblog.com/2009/05/5-reasons-to-consider-microsoft-dynamics-gp-on-demand-vs-netsuite/

Why not give it read.

First, you're probably saying to yourself, "How can they even compare Microsoft Dynamics with NetSuite it's apples and oranges? NetSuite is a SaaS (Software as a Service) application and Microsoft Dynamics GP isn't." But that's only partly true, while NetSuite is strictly a SaaS application, Microsoft Dynamics GP can be configured either on-premise or on-demand-expertly hosted by a Microsoft Partner.  So let's start our comparison right there.

Reason #1 - NetSuite SaaS Only versus On-Premise and On-Demand with Microsoft GP
Microsoft Dynamics GP offers flexibility in deployment models, hosted (on-demand), on-premise and even a hybrid of both.  With a GP deployment you can change as your company or business needs change.  For instance, if you're a start-up or small business, an on-demand accounting solution is ideal.  You can pay a low monthly fee to license the software, and access it via the internet without having to buy any hardware or software, maintain cash flow.  Then, as your business grows and you add users, it may make sense to establish an IT environment, add IT resources to your staff and bring the accounting solution in house.  You can't do that with NetSuite.

Reason #2 - Familiar and Role-tailored Experience
Most business people today spend a good deal of their time within the Microsoft Office applications whether it's Excel, Word or the biggie, Outlook.  The interface for Microsoft Dynamics GP was modeled to look and feel like the Microsoft Office tools we use every day.  Additionally Dynamics GP offers an industry role-tailored interface for a task-centric experience.  This adds up to ease of use with minimized training time and costs as users easily adapt to the familiar structure.  You don't get that with NetSuite.

Reason #3 - Total Cost of Ownership and ROI
According to information from Forrester and Nucleus Research, 87% of Dynamics GP small and mid-sized business customers achieved positive ROI from their deployment with an average payback time of 21 months.  In contrast, NetSuite fees and add-on module costs can exceed the Microsoft Dynamics GP maintenance fee per user, adding up to higher overall TCO.

Reason #4 - R & D, Stability and Experience
Microsoft invests around $5 billion dollars a year in research and development as part of their commitment to their customers' long term success.  This investment along with 25 years of experience helps support almost 39,000 Microsoft Dynamics GP customers worldwide.  And with over 2300 certified solution partners, compared to NetSuite's estimated 150 resellers, you have no trouble finding a partner to deliver a successful GP implementation. You don't get that with NetSuite.

Reason #5 - Functionality and Adaptability
CPA Technology Advisor's review of high-end accounting systems gave Microsoft Dynamics GP a 5 out of 5 stars rating and labeled it as "an adaptive solution with a broad set of functionality" which crosses financials, supply chain, manufacturing, project, payroll human resources and business intelligence with built in functionality specific to the manufacturing, distribution, retial, service, healthcare, public sector and not-for-profit industries. A report from the Accounting Library states that 84% of Microsoft Dynamics GP overall customer needs were met.  The same report states that only 31% of NetSuite customers basic features needs were met.

If you're considering a SaaS application for your accounting solution because of the upside associated with a monthly subscription, ease of implementation and hassle-free IT, look at Microsoft Dynamics GP on-demand and you'll also get the flexibility to move on-premise, the familiarity of Microsoft Office and a low total cost of ownership.

To host or not to host. Maybe that should be the subquestion for this blog.

 

Regards,

 

Jeff Cozens

History via short video clips of a company called Microsoft

I ran across a series of short online "videos" about Microsoft. The series that Tina Wood is posting on Channel9 about the History of Microsoft is very interesting. How the company we're now was built, products, headcount, areas, new offices and subsidiaries around the world and what was happening around the world. These links take a yearly look in the history of Microsoft.

Check out the short videos and text to understand where Microsoft started and how it grew and progressed, at least between 1975 to 1990.
Who knows when Tina Wood will finish this series, which is definite must see for those who grew up and have used Microsoft for years.

 

Enjoy this link:

http://channel9.msdn.com/shows/History/The-History-of-Microsoft-1990/

 

PS. Did we really dress and ware our hair like that some 30 years ago????

 

 

Regards,

 

Jeff Cozens

 

 

 

Understanding how Microsoft Dynamics GP works with Microsoft SQL Server

This article was written by an escalation engineer for Microsoft Dynamics GP for the Asia Pacific region. David Musgrave has many years experience with Great Plains as a long time GP developer. Dave gives a brief history of the migration for GP from flat file structures in the 1980 and 1990's to the current MsSql databases. This article will likely be more interesting to our GP readers.

Many people who have not been working with Microsoft Dynamics GP since the early non-SQL versions of Great Plains Dynamics sometimes wonder about the way that the application works with Microsoft SQL Server.

The answer is in the long history of the product and especially in the fact that it originally did not work with Microsoft SQL Server, but instead with the flat file database platforms of Ctree and Btrieve (later called  Pervasive.SQL). Flat file database platforms are also known as ISAM (Indexed Sequential Access Method) database platforms.  Support for the Microsoft SQL Server relational database was added for version 3.15.

To make the development environment Dexterity (and hence Dynamics) work with SQL Server required mapping the existing functionality supported by ISAM platforms to SQL Server equivalents.  As some features of SQL Server were not available in the ISAM platforms they were not leveraged until the code was changed to be SQL optimised.

The full article can be read as:

 

http://blogs.msdn.com/developingfordynamicsgp/archive/2009/05/22/understanding-how-microsoft-dynamics-gp-works-with-microsoft-sql-server.aspx

 

Regards,

 

Jeff

Critical Warning- Dynamics SL users- Version 7.0

Please check to see what version of SL you are running. From within the SL application, click on Help, then about Microsoft Dynamics SL. If your version is shown below, then action is recommended:

 

Version 7.0: no service packs: (i.e. 7300.10515, 7.00.10810,7.00.10824, 7.00.10831, 7.0.11008,7.00.11026, 7.00.11106, 7.00.11121) I recommend you upgrade at least to service pack 2 for Solomon 7.0 (i.e. 7.02.21010)

 

Version 7.0 sp1 service packs (i.e. 7.01.xxxxx except 7.01.30213) I recommend you upgrade to version service pack 2 for Solomon 7.0 (ie. 7.02.21010)

 

Version 7.0 Sp2 no action is recommended

 

We have seen problems with some 7.0 SL users getting error messages when they try to start their software. This error causes to user not to be able to get into Solomon at all.

 

This was a message we recently received from the SL tech team:

(this is) … a .NET Framework 3.5sp1 issue, this is documented in bug number 17220. Unfortunately, .NET Framework 3.5sp1 causes SL 7.0 and SL 7.0sp1 to crash upon launch. However, there is currently a hotfix for SL 7.0sp1 specifically. The bug has been completely corrected in SL 7.0sp2 and SL 7.0fp1. I have copied in the link to the hotfix for 7.0sp1 below:

https://mbs.microsoft.com/partnersource/downloads/hotfixes/h701_12361sy.htm?printpage=false&stext=17220

There is a second reason that all uses of SL version 7.0 without a service pack should upgrade. This message from tech support explains why this is critical:

Currently the supported version-service packs are Dynamics SL 6.0, Dynamics SL 6.0 SP1, Dynamics SL 6.5 SP2, Dynamics SL 6.5 SP3, Dynamics SL 7.0 SP1, Dynamics SL 7.0 SP2 and Dynamics SL 7.0 FP1. See http://support.microsoft.com/gp/lifeselectmonbus for currently supported service packs and versions. Support ends 12 months after the next service pack releases or at the end of the product's support lifecycle, whichever comes first. For more information, please see the service pack policy at http://support.microsoft.com/lifecycle/#ServicePackSupport.

So, as 7.0 currently has two service packs out, we provide support for the latest service pack (7.0sp2), and the one previous to that (7.0sp1). 7.0 plain falls outside of that spectrum, so we no longer support it.

Please give us a call if you need assistance in upgrading. Better to take proactive action to minimize getting caught with this problem during a critical accounting period like closing. We have seen this problem show up for unexpected causes like: Microsoft update service loaded this version of .net3.5 sp1 on certain workstation, or an upgrade to another software package caused this .net3.5sp1 to be loaded. In any case act now to avoid problems.

 

Regards

 

Jeff Cozens

 

 

Improving Performance for GP or SL

Both of the Dynamics SL and GP product lines were developed as multi-tier applications. Simple stated you can install different portions of the software on different servers and gain performance improvements. Typically we see many sites starting off with all of the software loaded on one server. By setting up a separate server for dedicated use you can give improved performance to all of your users. Here are some examples where you get improved performance for Dynamic's software:

1. Sql server    
   1. Set up a dedicated server as a 64 byte operating system using the newest Sql version 2008
   2. Load up your Sql server with extra ram and dedicate as much ram to Sql as possible
   3. Use multiple hard drives to separate the application /system databases (ie xxx.mdf files) and a different server for the log files (xxx.ldf)
2. Load your Solomon software on a dedicated server (32 byte recommended)
3. Load all business portal application on separate servers.
4. Use hard drives with fast speeds for both spinning and data access
5. Minimize using your accounting servers for other purposes such as print services, terminal services etc. Put these services on different servers.
6. Buy hardware classified as server grade, minimize using desktop hardware as a server
7. Install a good amount of local ram on all servers; as the servers can use the ram for better performance.
8. Monitor your servers to make sure they have plenty of free space. Sql servers in particular literally can "die or choke" when they run out of hard drive space.
9. Upgrade your cabling/routers/nic cards to allow the faster network traffic

Hardware prices have never been as low as they are today. By improving your back end hardware, everyone who is using the Dynamics software will benefit. Accounting departments often tend to take the position, often, that if it is not broken, don't fix it. With additional workloads being but on all users of the Dynamics software due shrinking staff sizes, it is time to give your staff the benefits of improved software performance. With improved software performance, your staff can also do its work faster.

 

Regards,

Jeff Cozens