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My Poor T-Mobile Experience – And The Importance Of Taking Ownership Of Customer Problems

November 30, 2010 by Wayne Schulz

cust.jpg

Please if you do nothing else to improve your company’s service – train your employees to take ownership of problems.

Have you ever called in for a question about a customer service issue and the representatives, while helpful, seemed like they couldn’t transfer your phone call quick enough to another department.

I bet those experiences are mis-managed by companies who measure “success” by how quickly a representative can “fix” a problem (aka – get you off the phone or pass you to someone else). These customer service experiences are like one big game of hot potato.

A phone transfer or handoff of the problem to another employee is not a fix for a problem. In some cases it will cause you to lose customers – who leave based on not much more than the poor service that they just experienced.

This recently happened to me at T-Mobile.

I was looking to re-connect a line of service. This should have been a 5 minute slam-dunk for T-Mobile. They would have added another subscribers (since I was a former subscriber it’s even better and they term it a “win back”).

Instead what happened? I was passed from one representative to another — in a circular motion.

Customer service said “hold on you need to speak to activations”. Then when I was passed to activations they said “hold on you need to speak to customer service”.

After two rounds of this I was done.

There are, after all, other cell phone providers offering pretty much the same service using similar phones.

Are you losing customers based on similar poor customer service?

What could T-Mobile have done to improve their service?

1. Have the representative stay on the phone to make sure the transfer happens (it doesn’t hurt to get a callback number in case you’re disconnected).

2. Understand the problem. It shouldn’t be a race to see how quickly you can hit the “transfer” button.

3. Never measure customer satisfaction based on how many calls per day a representative handles. Measuring speed only provides incentive to pass the problem off to someone else regardless of the customer outcome.

Are any of these had to implement? Would they take hours and hours of re-training for your staff?

No.

Are your employees empowered to take ownership of a problem (from start to finish) as opposed to passing the problem to another employee?

If not, why not?

T-Mobile Poor Customer Service

Filed Under: schulz consulting, Uncategorized Tagged With: customer service, Tmobile

Sage Common Payroll Announced For MAS200 SQL, MAS500, ABRA, ERP X3 and ACCPAC

October 22, 2010 by Wayne Schulz

sage common payroll .jpg

Sage today made official that they’ll be rolling out a common payroll based on their SData communication protocol. This common payroll fills a hole in the Sage MAS 200 SQL release (due November 2010) where legacy (non 4.x standard modules which include payroll) cannot be used with the MAS 200 SQL release.

By creating a common payroll solution Sage hopes to cut down development costs that are soaring as the government continues to change employer tax laws. Each change in tax law requires Sage to update payroll (usually at the very end of the year when everyone is busiest), test the changes, and quickly distribute those upgrades to end users.

Under the Sage Common Payroll initiative the ACCPAC SQL Payroll will be used by at least four Sage products (ABRA SQL v10.1, MAS500 v7.3, ERP X3 v6.1, MAS200 SQL 4.45).

Integration levels will vary depending upon product with only Accpac and ABRA receiving level 3 or very robust integration.

Here’s Sage’s Official Announcement:

Common Payroll is the Sage ERP Accpac payroll module which has been enhanced to become a best-of-breed SQL Server-based payroll that can serve the needs of many of our Sage North America customers. With over 4000 payroll customers in the US and Canada, the Sage ERP Accpac payroll module has a strong track record of providing value to small and medium sized businesses.

Using Sage ERP Accpac payroll as the foundation and the new common sData communication protocol to facilitate connectivity, the new Common Payroll module will offer the tightest level of integration possible between payroll and all of our ERP solutions.

How will a Common Payroll support Sage’s strategy to maximize our assets and reduce redundancies? One example lies in the hundreds of new tax changes that are mandated each year. In 2009 there were more than 200 changes released and that number is expected to increase in 2010. To keep on top of these changes, Sage spends a great deal of money each year to maintain our 12 unique payroll modules, and in some cases, multiple versions for each product. Imagine how much we could accomplish by removing this redundancy of effort, provide the updates in a form that could be used by all our products, and instead leverage our resources to provide customers with greater value, such as new connected services. And because the payroll-related connected services such employee benefit services would only need to be developed once, it would mean they could be made available immediately to all our customers with little to no incremental effort required by individual product teams.

The Common Payroll initiative also supports our goal for providing an Extraordinary Customer Experience as we focus our efforts on developing a single best-of-breed solution that surpasses the functionality and ease of use found in our current payroll modules. This new, unified payroll module will not only scale as a business grows, but if a customer needs to upgrade to another Sage ERP (enterprise resource planning) product, the payroll data will seamlessly migrate.

Common Payroll integration will soon be on the roadmaps for many of our other products, so stay tuned for details. You can rest assured that the native payroll module will continue to be enhanced, sold and supported for those products where it doesn’t make sense to adopt a common payroll.

The Common Payroll integration is an important step toward achieving our objectives and providing your clients with greater value. Projects like Common Payroll not only generate substantial savings and leverage best practices, but enable us to deliver a common experience to our mutual clients.

Filed Under: Abra, mas200, Sage 100 ERP, Sage 500 ERP, Sage software, schulz consulting, Technology Tagged With: common, payroll, sage, sql

Schulz Consulting MAS90 Newsletter Signup

January 3, 2010 by Wayne Schulz

Interested in tips, tricks and news about Sage MAS90 and MAS200 accounting software?

Sign up here for our twice monthly (first and fifteenth) MAS90 email newsletter. Each edition contains the latest MAS 90 and MAS 200 news as well as technology tips and tricks of interest to MAS90 users. There’s no advertising and you can unsubscribe from the email list yourself at any time.

The cost is free and we presently have over 2,000 members receiving the newsletter every month.

MAS 90 Newsletter Topics Include (but aren’t limited to):

  • Instructions on closing the year in MAS 90 and MAS 200
  • News of critical software patches
  • Links to whitepapers describing new features
  • Information about free web seminars
  • Reviews of different add-on solutions for MAS 90 and MAS 200
  • Technology tips – mobile phones, social media, web site links
schulz consulting MAS90 Newsletter Signup.jpg

Schulz Consulting MAS90 Newsletter Signup

Filed Under: Sage 100 ERP, Sage software, schulz consulting Tagged With: mas200, newsletter, Sage 100 ERP, schulz consulting, tips, tricks, updates

Wayne Schulz Named 2009 Sage Spirit Award Winner

December 18, 2009 by Wayne Schulz

wayne schulz sage conference

When Paul Johnson (Executive Vice President – Sage Business Solutions) called me late last night my first instinct was to check the Schulz Consulting web site.

Usually when I get calls from executives at odd hours of the day (or weekend) it’s to “point out” something on the site that I’ve written earlier in the week. The conversation starts out with admiration for “that little blog you run” and the “support for those who blog”.

And oh, by the way, could you remove that item about __.

This happens about once per quarter, and truthfully except for that little mis-understanding about Sage MAS 200 SQL, Sage doesn’t call that much. It’s usually other publishers or consultants who catch their name in a Google Keyword Alert and confuse the term blog with free advertisement.

I quickly scanned for potential issues on the web site. Except for an innocent announcement about MAS90 payroll tax tables there didn’t seem to be anything that would warrant a late night call.

sage spirit award schulz consulting

So I call Paul Johnson back.

I’m braced for questions about something on the site – though I’m unsure exactly what questions there could be.

Surprisingly I learned that I’d been awarded one of the two Sage Spirit Awards. This is a new award category that Sage created this year. It’s meant to honor those who don’t sell bazillions of dollars worth of Sage product  but who perhaps still should be recognized at the annual Sage President Circle.

Paul was calling to tell me I was one of the winners. (I guess  that stuff on TV where people show up with a big check on your doorstep and a bouquet of balloons isn’t how it all happens in real life).

sage spirit award

Out of 140 people nominated (I did not nominate myself -honest), the Sage team narrowed the selection  to two  Sage Spirit Award Winners.

twitter schulz consulting spirit award

While admittedly stunned I’m thankful and grateful for the award.

The presentation is January 25-27 in Arizona where I’ll presumably take the stage wedged between the men and women who’ve sold millions and millions of dollars of Sage Software and I’ll gladly accept the Sage Spirit Award.

I can’t wait to give my acceptance speech.

Filed Under: Sage 100 ERP, Sage software, schulz consulting Tagged With: sage, schulz consulting, spirit award, Wayne Schulz

What’s new in MAS 90 3.50 through 4.2?

September 8, 2009 by Wayne Schulz

mas90 enhancement relase notes.jpg

One question that we’ve heard time and time again as MAS 90 upgrades are released is “what’s new?”.

Often this can be a difficult list to remember – especially if the person asking is several release levels back on the software. It’s easy to remember what has been added from version 4.1 to 4.2 — but how about from 3.50 to 4.2?

If you’re curious about all the enhancements that Sage has made to MAS 90 and MAS 200 since version 3.5 then you may wish to review this handy list on their site.

A detailed list of every change is available on a release by release basis. The chronology starts at version 3.5 and extends to 4.2. There is no login required – simply click away at the link below.

What’s New in MAS 90 – Version 3.5 to 4.2

Filed Under: Sage 100 ERP, Sage software, schulz consulting, Technical Documents Tagged With: mas200, mas90 4.3, release notes, Wayne Schulz

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