Metaphorix changes to help improve customer service and support

We would like to update you regarding the changes we have put in place over the last six month to beef up our support service for existing customers like you.

The main change is that Metaphorix now has a team of people in place that can focus on specific issues that you give us.

The new team is made up of the following Metaphorix personnel.

  • Debbie Clarke – Customer Account Manager
  • Liz van Heerden – Support Manager
  • Gemma Lewis – Project Resource Manager

 

Debbie Clarke – Customer Account Manager

Debbie provides a contact for all enquiries with the exception of help desk support calls. Any questions about extra functionality, commercial points for discussion and requests for general information can be directed to her.

She will be responsible for keeping you informed on product releases, showcasing third party products that may be of use to your business and facilitating education sessions to help improve your use of the NAV solution.

Keep an eye on your e-mail for the invitations.

debbiec@metaphorix.co.uk

 

Liz Van Heerden – Support Manager

Liz has had a role as a support person in the field until the recent changes.  She used to visit customers to help them get the most from their use of the system they have installed.

Now she has a new focus, working as our full-time Support Service Manager.

Service calls should still be placed with the help desk as usual, but Liz will now act as an escalation point for you should you feel you are not getting the right response from Support at any time. She has the authority to prioritise the support calls to ensure they get responded to properly.

She will also keep a watchful eye on the day-to-day call statistics to ensure we hit our contractual SLAs and we are responding to you in line with our contractual commitments.  These statistics can be made available to you on request.

lizvh@metaphorix.co.uk

 

Gemma Lewis – Project Resource Manager

Gemma joined Metaphorix to manage the allocation of all our resources to meet customer deadlines.

Her role is to schedule and organise the developers’ and consultants’ diaries. This allows them to concentrate on their current assignments safe in the knowledge that all other work is being managed by Gemma.

For customers that can be the scheduling of just an hour of development or a fully blown project over a period of time.

Gemma ensures that delivery dates are met and, should there be any delays, issues or risks, that she manages them and keeps you informed so you can plan accordingly within their business.

gemmal@metaphorix.co.uk

 

Please make a note of these points of contact for when you need help and assistance.

 

Special Summer Offers from Jet Reports

Jet Reports have announced a couple of special offers for existing customers of Jet that we thought you might be interested in.

For orders placed up to the close of play on June 21, 2013 you can get the following discounts from additional users and upgrades to the Enterprise version.

  • 15% off all licence purchases

This could include additional Designers, additional packs of Designers or an upgrade to your Viewers to the new Unlimited Viewers licence level.

  • £295 off plus a free Designer for all Jet Enterprise upgrades

Enterprise is the new company-wide version of Jet that offers a number of really important benefits.

  • 6 Pre-defined Cubes
  • a data warehouse tuned for reporting performance that supports multiple databases
  • Jet Data Manager offering a drag and drop interface for customising your data warehouse and cubes
  • advanced row level security
  • instant metrics, trending, and KPIs

And for all orders over £1,000 we’ll add a free day of installation and training.

To find out more, or to get a quote for your specific needs, simply email me at debbiec@metaphorix.co.uk and I’ll contact you directly.

The Latest Version of Dynamics NAV – NAV 2013

You will, no doubt, be aware that Dynamics NAV 2013 is the latest feature and function rich release from Microsoft.

If you’d like to see NAV 2013 and discuss the benefits it could deliver to your organisation, why not come along to our NAV 2103 seminar being held at our Coleshill offices on Wednesday, 3 July 2013.

  • Functional improvements – adding extra functionality to existing parts of the system and delivering completely new areas of function that are brand new to NAV users.
  • Technology improvements – changing the way it is installed, run and used including access via the Role Tailored Client, the web or through SharePoint.
  • Commercial changes – the terms and conditions involved in buying or upgrading to NAV 2013 are now available.

The event will run from 10am to 2pm with a buffet lunch provided.  The agenda for the seminars will be published separately.

In addition, you are invited to discuss your own situation with our team after the presentation.  You can then ask us to look at the exact nature of your upgrade and what costs might be involved.

If you and any of your colleagues would like to join us on 3 July, simply email me at debbiec@metaphorix.co.uk.

I look forward to meeting you on the day.

Metaphorically Speaking – Edition 75 – Support Improvements

Following on from the Microsoft Satisfaction Survey (CSAT) and important feedback we received from our customers, we would like to let you know about some important changes we will be making.  Overall the customer results from the survey have been very positive but we are aware there is room for improvement. In this edition we would like to let you know about some changes we will be making to improve our service.

The improvements fall into two main areas – feedback on support calls and understanding your installation.

Support Communication

As I am sure you are aware, there are a large number of support calls logged with our help desk every day and we would like to ensure that, for every call received, you get a regular and informative update. So over the next few weeks all our customers will receive additional notifications regarding their support calls, as follows.

  • When we feel that we have answered a call, we will close it at our end.  But we wait for formal confirmation from you that you also believe that this call is closed before we close it fully.  From now on we will send an email to you 14 days after a support call has been internally closed. This is to remind you that we require confirmation from you that we can, indeed, formally close the call. This will ensure your support reports are kept to a minimum and show only ‘open’ calls.
  • We will be send an email 14 days after a development (FOB) has been released to request confirmation that you have tested and/or loaded the development object. This will help to ensure our copy of your database is up to date.
  • We will be providing new monthly standard support reports in PowerPivot that will show the call details in a graphical view but with the ability to drill down to the support call details.
  • We will provide the option of an automatic email notifying you of a change in the call status showing the NC reference, call description and status change.
  • We will provide you with an email template to log your support calls. This can be picked up via the ‘signature’ in your Outlook and will prompt you for important information that will help our support team to respond more efficiently.
  • As part of our feedback and reporting process we will regularly monitor support call SLAs to ensure we are responding within the assigned call category time frame.

 Knowing Your System

Some customers commented via the survey that they felt Metaphorix didn’t understand their systems and processes well enough. This is clearly important to you and so we want to make changes that will help us understand your systems better.  The starting point is understanding why we don’t know this information and how we get it.

When we first install your system we know exactly how it is set up and used.  However, over a long period of time that knowledge gets eroded.  In addition, if the system was set up by another reseller then we never get that basic understanding.  With over 100 installations to support it is quite a task to keep up to date with exactly how you use the system – and some customers have quite complex models of usage that do require detailed understanding if we are to make the right recommendations.

So without detailed knowledge our responses to your reported issues tends to be a rather standard and fixed approach.  We tackle the symptoms of any reported issue but do not see the underlying problem causing those symptoms.  In order to get closer to you and your systems we want to explore the options open to us and we want to hear your ideas on how this can happen..

We are currently thinking around setting up regular review meetings with you, about using our Refresh program (if you want details of this, please email me) or making greater use of TeamViewer to understand just how your system is set up.

To find out how you feel we can fix this best for you, we will send out a questionnaire to you all asking for suggestions. We would be very grateful if you would all respond to this as it would really help us to improve our service.

Once again I’d like to thank you all for responding to the survey and hopefully over the next few weeks we can take your suggestions on board.

Metaphorically Speaking – Edition 74 – The Microsoft Customer Satisfaction Survey (CSAT) Results

We would like to thank all of you who completed the Microsoft Customer Service Survey (CSAT), it is very important to get your feedback and your help is much appreciated. The closing date has now passed and, as promised, we carried out our prize draw for the Kindle Fire.

The prize draw winner is Mark Sadler from Sadlers Carton Stockholders Ltd. Congratulations to Mark.  Commiserations to all who did the survey but didn’t win.

Overall the results from the survey have been very positive but we are aware there is room for improvement. We will endeavour to take action on all the comments made and to notify you all of the results in a later edition of Metaphorically Speaking.

Thank you again for your support and please remember your feedback is always welcome, whether it is good or bad. We really do want to deliver the highest level of service.

Metaphorically Speaking – Edition 73 – The Microsoft Customer Satisfaction Survey (CSAT)

Some of you may remember that back in February 2012 we sent out an edition of Metaphorically Speaking entitled ‘The Microsoft Customer Satisfaction Survey’. Well the time has come round again for us to ask you for a bit of help to make sure we keep our Gold Partner status.

The survey, or CSAT, is part of the accreditation process and we couldn’t complete it without you. Apart from this being an exercise that Microsoft insist we carry out, it is useful to us as we get to hear, anonymously, how our customers feel so we can keep doing the right things and stop doing any wrong ones. So, even if you completed the survey last year, we would like to know again what you think of us.

We’d like to offer a little incentive to those that fill in the survey for us. We realise that it takes some of your time and effort, and we’re very grateful, plus no one likes filling in surveys. In an attempt to say thank you, we’re offering every one that responds a chance to win a new Kindle Fire.

To find out how to complete the survey, how the survey is run to ensure fairness and anonymity and to learn how you could win the prize, please download this edition.

CSAT Survey

If you would like to participate in this survey please reply to me (lizvh@metaphorix.co.uk) by Friday 8th February so that I can register you with Microsoft to receive the survey link.

Metaphorically Speaking – Edition 72 – Free Seminar ‘eDocuments for NAV’

In this edition we would like to let you know about the next ‘Back-to-Basics’ educational seminars we will be holding at our Coleshill offices, eDocuments.

Metaphorix have built their own, fully integrated solution for delivering documents electronically called ‘eDocuments’ and this is available to anyone with a Dynamics NAV solution installed. eDocuments will enable you to send the following documents by email: Sales order confirmation, sales invoice, purchase order, purchase invoice, customer statement and supplier remittances.

To find out more about e-Documents, please click on the following link.

eDocuments Flyer

The seminar will be held on Wednesday 16th January 2013, and will run for 2 ½ hours, minimising the time taken from your busy day and allowing you to get back to your office later in the day, if required.

The seminar is open to all customers and is primarily aimed at Dynamics NAV users within your organisation.  We anticipate that these free education session will prove to be really popular and so we will need to restrict attendance to 2 people per customer.

As places are limited we would encourage you to register now by emailing lizvh@metaphorix.co.uk or support support@metaphorix.co.uk.

We look forward to seeing you.

Metaphorix workshops a great success in 2012

This year Metaphorix has run a number of successful free workshops which have been enthusiastically attended by many Metaphorix customers.

The workshops have been a great way for customers to learn about different products or parts of systems they are not currently and Metaphorix can help them implement.

The feedback we have received from the customer who attended the workshops has been very positive and most attendees were keen to attend other courses in the future.

Metaphorix have enjoyed putting on the workshops as it has been a great way to meet our customers in person and has been very enlightening seeing the different ideas people have about using and implementing the systems.

The attendees have also benefited by sharing ideas and experiences with each other because first hand experience is an excellent resource to plan your own systems.

Make sure to keep reading Metaphorically speaking and reading this blog to keep informed of more workshops in the new Year.

A special thanks to Liz Van Heerden for doing an excellent job of organising the workshops

Metaphorically Speaking – Edition 71 – Christmas Information – December 2012

In this issue we are providing details of our opening hours during the festive season.

Please click on the following link to view the dates and times.

Christmas & NY Opening Times 2012

If you require support or cover outside of these office hours please contact support@metaphorix.co.uk or call us on the main office telephone number and we can discuss your specific requirements.

This year we will be making a donation to charity instead of sending out paper Christmas Cards, so may we take this opportunity to wish you a Merry Christmas and a Happy New Year from everyone here at Metaphorix.

And so you don’t totally miss out on our card this year, below is a link to our electronic one for you to download – I hope it helps get you in the spirit!

 Metaphorix Christmas Card

Metaphorically Speaking – Edition 70 – Free Seminar ‘Dynamics NAV Basics’

In this edition we would like to remind you about the free ‘Back-to-Basics’ educational seminar we will be holding at our Coleshill offices on Wednesday 14th November, 2012.

‘Dynamics NAV Basics Role-Tailored Client (RTC)’ will run from 09:30am to 12noon.  The seminar is open to all customers and is primarily aimed at Dynamics NAV users within your organisation. To find out more about the seminar, please click on the following link.

Back to Basics RTC

We have limited spaces remaining so please register now by emailing lizvh@metaphorix.co.uk or support support@metaphorix.co.uk.