e.News
Comsense Inc. Volume 1, Number 6 Archive Issues go to http://www.comsenseinc.com/eNewsArchive.aspx	May 15, 2003
World Class Customer Support Comsense Inc.’s commitment to world class customer support just took a huge step forward. Dave Bennett was recently promoted to Customer Support Manager. We had an opportunity to catch up with Dave and ask him a few questions about his vision for Comsense Inc. customer support. Q: What do you see as the role of customer support? A: Pro active. Satisfying customer concerns, needs, and requests on demand or before demand. Watching out for the customer now and in the future. Making sure the software fits the customer business plan. Q: How does your team fill that role? A: We must have a good relationship with the customer and understand how they are using the software and at what level they are using the software. Everyone is different and it is incumbent on us to find out the best way to help them. Q: What is your vision for Comsense Inc. customer support? A: Hands down the best support group in the door, frame, and hardware industry. In other words do what is necessary to resolve the customer concern or problem quickly and thoroughly. Q: What are you doing to support this vision? A: Communicating. Communication between our customers and potential customers and communication within Comsense Inc is vitally important to make the vision a reality. Our customer support team must be in constant communication with customers, potential customers, sales, management, development, e.Catalogs and others. In reality our customer is everyone who is using the software whether in the company or out and it is our job to make sure they have an excellent experience using the software. Q: What are the tools that are you using to enhance communication? A: The traditional ways of phone and fax are always available. Our customers can also talk to us through Instant Messaging, e.Mail, and first class. Help files are available along with tutorials and we are working on the next versions these tools. Also we are planning the roll out a new Customer Relationship Management (CRM) software system that will allow our customers to check the status of any outstanding issue by accessing the web. Q: What would you like to tell our customers? A: Give us a call and try us on for size. One of the most perplexing problems is people not calling us until the problem has escalated into a full scale crisis. If you can call us in the beginning stages we can help resolve the problem before it becomes a crisis. We are here to help you and want you to be successful. Did You Know… Adding preps to a hardware product for a door frame manufacturer is an easy process in Advantage. After entering the hardware sets do the following: 1. Click on Default Prep in the Navigation tool bar. 2. Enter Project number and press your tab key. 3. Choose the door and frame manufacturer for which you want to assign hardware preps 4. In the product list that appears enter the prep number or right click on the product under the prep you want to assign and choose Prep Selection by Description 5. Find the prep in the list by using the filter row or by scrolling and click and drag it to the right side of the prep assignment window. 6. Click on OK Advantage will ask you if you want to assign the prep to all hardware sets and then… Make Your Prep History One of the greatest features since sliced bread is the prep history option. If you haven’t guessed or discovered by now, you can assign a prep to a hardware product permanently. Now don’t get nervous you can change it later, but just think you detail out a job and all of the preps are all ready assigned because you put them in history, very cool. And this applies on a per door frame manufacturer basis. That’s right you can assign a different hardware prep for each piece of hardware for the different manufacturer and Advantage will remember it. A word of caution for all of you now prep history enthusiasts. Advantage does have a safety feature built in that makes you at least open the Default Prep window to review the preps before you can finish pricing a project. e.Catalog Updates by Neil Teas, AHC We are continuously looking for ways to improve the consistency of our e.catalog databases. One area on which I am currently focusing is the keying field in our product master. The keying field was created to give you the ability to print a report showing only the headings that need to have keying along with the associated product. This is a powerful report, especially when meeting with Owners or Architects when creating a keying schedule. Currently the keying field is limited to products that specifically have a cylinder associated with it. So if you have specified a lockset less cylinder and supplied with a construction core then that product does not show on the keying report and you can not review the product easily. As the e.Catalog team creates updates I will be reviewing this situation to see that any lock/exit device etc. that takes a cylinder will be tagged as a keyed product. This will produce a more powerful keying report. In other news Comsense Inc. is pleased to announce the Locknetics (US) database is ready for download. Please contact sales@comsesnseinc.com or 905-568-4627 to subscribe. Your View! Comsense Inc. would like to know what information you would like to see in the monthly e.News letter. Please e.Mail your comments, suggestions, or opinions to e.News@comsenseinc.com.	“ Satisfying customer concerns, needs, and requests on demand or before demand.” “Adding preps to a hardware product for a door frame manufacturer is an easy process in Advantage.” Comsense Inc. 120 Traders Blvd. Suite 209 Mississauga, ON L4Z 2H7 Phone: (905) 568-4627 Fax: (905) 568-1465 E-mail: sales@comsenseinc.com We’re on the Web! www.comsenseinc.com