We are going under a new implementation (10 users) for 6 months. We do not know when or have any idea this implementation will be completed. We have no support and the team from Exact software does not seem to know more than us. We are at the point of cancelling the contract, is this a normal happening with these people.
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ES IMPLEMENTATION ??? 1
- Thread starter Biz101
- Start date
Yes, Macola ES is a new product, and yes, there are some problems with the product that have yet to be worked out. It is in fact a controlled release product, and yes, I would not attempt to put myself through an install at this time.
However, with that being said, I believe that with the proper support of a Macola reseller and active participation by the end user the product can be implemented successfully. If the Macola reseller is willing to put the time in to the matter I'm sure that your implementation will be successful. What's more is that being part of the initial install base provides you, as an end user, with a unique oportunity to have some of the special features, that are unique to your business type, implemented in the product.
I would warn you that it will be a bit of a rocky road, but certainly the road is not washed out in front of you. It is important that, as a end user of the product, that you work with individuals who are focused on solutions rather than on the problems. If you feel that you are not being served "solutions" at this time, I would suggest contacting another reseller as Don has suggested you do earlier in this thread. I would not suggest pulling the contract, because in this situation there is no way to win.
For What it's Worth,
Scott Travis
However, with that being said, I believe that with the proper support of a Macola reseller and active participation by the end user the product can be implemented successfully. If the Macola reseller is willing to put the time in to the matter I'm sure that your implementation will be successful. What's more is that being part of the initial install base provides you, as an end user, with a unique oportunity to have some of the special features, that are unique to your business type, implemented in the product.
I would warn you that it will be a bit of a rocky road, but certainly the road is not washed out in front of you. It is important that, as a end user of the product, that you work with individuals who are focused on solutions rather than on the problems. If you feel that you are not being served "solutions" at this time, I would suggest contacting another reseller as Don has suggested you do earlier in this thread. I would not suggest pulling the contract, because in this situation there is no way to win.
For What it's Worth,
Scott Travis
- Thread starter
- #3
The problem is not with the reseller, we deal directly with the Canadian division of Exact software since we are in Canada. The reseller is new on board with Macola, so he is learning as we go. It’s been over 400hrs of the reseller time that has passed, and again the Exact team don’t seem to want to put the final effort to complete the project.
We are a distribution house with some light manufacturing; we obviously are going to use most of the software. We think that this software is not ready and your right there are some benefits to be first in a new release, but we wonder how many more months or years it will take to be one of those first
We are a distribution house with some light manufacturing; we obviously are going to use most of the software. We think that this software is not ready and your right there are some benefits to be first in a new release, but we wonder how many more months or years it will take to be one of those first
I see. I would suggest a well placed call to management at Exact Canada. If you have already tried that I would suggest a call to the Exact headquarters here in the US. The Canadian facility, as far as I know, is a fairly small shop, where as the US facility is where the brass related to Macola is placed.
I can almost assure you that they will take care of your problem. No one at Exact wants to see this product fail, and no one wants to see any potential implementations fail. Also, your reseller needs to be your biggest advocate. Your reseller should be your own personal elected representative with Exact Software. I never like it much when you have to push and prod any company to give me the service I feel I deserve, but I realize that some flowers in the garden need a little extra help from the gardener to bloom.
Anyway, Good Luck!
Scott
I can almost assure you that they will take care of your problem. No one at Exact wants to see this product fail, and no one wants to see any potential implementations fail. Also, your reseller needs to be your biggest advocate. Your reseller should be your own personal elected representative with Exact Software. I never like it much when you have to push and prod any company to give me the service I feel I deserve, but I realize that some flowers in the garden need a little extra help from the gardener to bloom.
Anyway, Good Luck!
Scott
canimp
Instructor
- Jul 26, 2003
- 55
Just a few notes:
1. Product issues are being addressed at the highest levels.
2. Take Don up on his offer and contact him - Triangle Partners is in a league of their own as far as resellers go and they have product knowledge that surpasses many resellers
3. Canadian shop is small, but has currently done more ES implementations than any other office in NA
4. There is indeed a strong focus on eSynergy - in NA, it is an untapped market - makes sense.
1. Product issues are being addressed at the highest levels.
2. Take Don up on his offer and contact him - Triangle Partners is in a league of their own as far as resellers go and they have product knowledge that surpasses many resellers
3. Canadian shop is small, but has currently done more ES implementations than any other office in NA
4. There is indeed a strong focus on eSynergy - in NA, it is an untapped market - makes sense.
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