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Notes:
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Barcode printer trouble shooting with a client. - Problems with the label printers. We have had more problems with the Zebra printers. They Dymo printers seem to work much better. More people are switching over to the Zebra printers due to ratings and quality. The Dymo is considered a lesser of a printer. - We do have a problem with receipt printers but not as much as label printers. - We are hoping that Svend (spelling), a tech, could help us out. - We have issues with operating systems, browsers, hardware, etc. They all need to match up. - We have had a number of complaints about systems being setup wrong. This usually isn't a software issue, but deals with settings and hardware. Maybe the system does have problems due to the number of options. - Shannon and Shari O. have been great on the support side. They are the best. - We briefly talked about possibly moving away from the Flash barcode generator. We could do HTML, CSS, and/or Adobe PDF. - We have seen problems with printing (receipts and labels) due to different browsers. Some times Chrome works better, other times Microsoft Edge or Internet Explorer. - Russell - we are not responsible for the hardware. Maybe we should specify the hardware to use. - When we say a self-serve model, people don't really understand that. What does that mean? - We need to use the Adilas Market (adilas world) to point people to professional 3rd party persons who specialize in hardware. - On the setup or start-up email, we may want to put some info there about integrating with hardware. - There are many people who like the freedom of picking their own hardware. We need to keep that open. We also need to figure out how to service that openness. - Just for an example - We had 6 key players on a multi-hour tech support call today. We really need a master hardware specialist. We just don't have a master and/or 3rd party solution for that yet. We need it pretty soon. - We are seeing quotes going out for 20-60 systems at a time. How are we going to support that? We may really want to get some certification and/or recommendations to outside 3rd party solutions. - There are so many hardware options. A GoToMeeting session is really hard if we are just directing mouse clicks. Sometimes if we are live and onsite, we can fiddle on things at our own leisure vs having someone right there trying to listen and puppet the motions. - Sometimes our reps (our independent consultants) really take a beating. If anything goes wrong, it immediately casts a negative reflection on the main adilas company. - Some of our clients don't have a clue on what they are training... Who's fault is that? We need to make sure that our consultants have the training that they need. - Often it is in the initial setup and/or training where things go off the tracks. That is huge. - We may need to push the adilas market more... this could be for training, setup, consulting, hardware, etc. - Certified or verified consultants. We may even need some different levels. - If a consultant does something wrong, if has a huge effect on us and our progression. - The Adilas University is another big spot where we can help educate and help train our people, users, consultants, setup people, etc. - We have some very complicated needs... We have multiple industries... tons of settings... tons of options... and multiple paths. - We also have some new accounts that are trying to be at the white label level. If they get that big, we want them to be able to help out with the tech support, training, and setup. - Steve - We don't have a contract and people complain a lot, but they often end up staying with us. - We are all independent... We need to have some options and/or contacts or connections. - Maybe a hardware doc that has options and/or even suggestions for 3rd parties that could help. - Steve - Question for our clients... Is it software support or hardware support? It almost goes in different directions. Maybe we should help direct the traffic where it needs to go. Maybe a number for normal support and a number for hardware support. - We all have spent hours and hours at people's places of business helping them get things setup. It would be so helpful if we had a hardware expert who could help. A hardware guy or gal may end up spending hours and hours figuring things out to get it working. - We have tons of past users who are master users and players... it would be so cool to harness some of that knowledge. - Russell's word - dependables - We need more people like that. They just get the job done and help our clients fly and be very happy. - As we get support calls, maybe ask who their consultant is? That may help us know who is doing what and where things may be needed. - We turned over the presentation over to Russell to show us around some ideas for the news and updates page (aka adilas features). Basically, an online list (very visual and easy to navigate) of help files, videos, tips, tricks, and other verbage info. We can load up all kinds of stuff, step-by-steps, tutorials, links, screen shots, images, animated gifs, animations, videos, etc. Basically, make the adilas user manual be a super powerful piece of the puzzle. Make the information more accessible and very visually stimulating. Help our users and reps/consultants get the info and training as quick as possible. - Steve and others have tons of emails with info, tech support, etc. That is a huge untapped resource. This is just a note. |