IN THIS ISSUE
The Scope of Service
Shred School London Replaces European Conference
VCKweb.NET Release Notes
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VCKweb.NET Release Notes
Check out the release notes now available online for VCKweb.NET14.4.0.x featuring enhancements for retention scheduling, among others.
NAID Shred School
August 27-28, 2014
Los Angeles, CA
October 8-9, 2014
PRISM International Data Protection Conference
September 13-14, 2014
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The Scope of Service
Scott Bidwell, President/COO
As I write this, I'm thinking about a couple of recent scenarios where the ASI staff stepped up (as they often do), working closely with our clients to resolve issues that many software companies would say are "outside the scope of service."
In the first example, we were contacted by a customer who said their ASI software was not functioning as expected or "strangely" to be exact. The issues began with web services and scanners disconnecting and it went from there. After in-depth diagnostic technical support, the ASI support team found that the issue resided with the customer's operating system (OS), where the server version being run by the customer was a day one release - and in the past couple of years, there were over 200 updates that had not been implemented.
In this case, the client's OS is supplied by a third party and managed in the cloud. With no other clients experiencing similar performance issues, it's pretty safe to assume that the problem resides with client's outdated OS.
Businesses are relying more and more on the cloud, whether it's for software applications, infrastructure, data storage and backup...you name it...it's probably in the cloud. This is the reality, which is why examples like this one are not uncommon. What's also not uncommon is that many cloud providers offer "take it or leave it" contracts that protect the provider from everything, transferring all responsibility, liability, and risk to the businesses using the cloud services.
As an owner/operator, it's critical that you take the time and ask the questions so you're informed on how things work and how they fit together. I have no idea whether the client's contract defined who was responsible for patches and updates. Perhaps it did but for whatever reason, it wasn't done. As their RIM services software vendor, we're working with the client to apply the updates so they can be confident that all systems are go.
Check out 9 Questions to Ask Before Signing A Cloud Contract
The second situation popped up when we received a distress call from a client whose employee primarily responsible for billing and other key functions had unexpectedly quit. Could we help them get someone trained...like now???
I'm happy to say that, even though it was short notice, we were able to send someone to do onsite training for a day. The client is extremely thankful and happy that their billing will go out without a hitch. (We've also talked with them about getting staff cross-trained so critical operations are covered in the event of employee illness, resignation, and so forth.)
Check out 3 Tips to Cross-Train Employees & Improve Productivity
Each of these scenarios highlights what it means to work in partnership with our clients. In its most simplistic form it boils down to the adage of "doing for others what you would want others to do for you." Doing for others in this case requires flexibility, trust, clearly defined goals and expectations, communicating from the client's point of view, and working together toward long-term success, to name a few. It's been part of the DNA of Andrews Software, Inc. since Day 1 and will continue to drive what we do and how we work with our clients.
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Shred School London Replaces Annual European Conference
ASI Sales Ninja Jim Macmillan speaking at the recent Shred School, Chicago.
This year NAID leaders have decided to do something new in the European region. “Taking the Shred School program to Europe is something that members have been asking for,” said NAID Deputy Executive Director Ray Barry. “It will give members and non-members the chance to network and participate in an intense workshop tailored to the secure destruction industry.”
Traditionally, an annual conference was held in November of each year where speakers, attendees and exhibitors congregated to discuss the latest issues and innovations in the destruction industry. In the past, the NAID-Europe chapter would partner with the European chapters of ARMA International and PRISM International to host the conference and offer sessions in destruction and records management.
“That format worked for a while,” said NAID CEO Bob Johnson. “Now, we want to offer something different. We want to help local secure destruction business owners and employees understand legislation and compliance requirements and how to use them with sales and marketing strategies.”
Shred School is a two-day workshop designed as a training program for all position levels. The workshop will be held Nov. 5-6 at the Hilton London Green Park in London, United Kingdom. Due to the nature of the program, space is limited. Registration is now open. Click here to register for the event.
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Tech Tip: Add'l Surcharge Enhancements
Jim Macmillan, ASI VP of Sales
When billing and using the Additional Surcharge Feature (accessed via
VCK-SQL), you are now able to select all Service Codes at once using the “Apply All” button, rather than having to select them one-by-one. We’ve also added a handy counter above both columns, making it easy to identify the "Available Service Codes," compared to how many have been moved to the "Applicable Service Codes" column.
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