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The Value of QAD Support

QAD Support Helps Mitigate Risk and Maximize Value

The decision to implement QAD Enterprise Applications across your organization is significant and long lasting. And the enduring partnership that is created between QAD and your staff is an integral component in driving your success. QAD shares your vision and focuses on helping to improve your operations and keep your systems running optimally.

QAD Support provides a responsive and experienced team to help you implement rapidly and continues to support you throughout the application lifecycle – allowing you to provide uninterrupted service to your user community and to serve your customers better.

With the growing needs of your business, you face many challenges, such as supporting multiple sites, standardizing globally, ensuring compliance and integrating with other systems. Your IT resources are expected to meet these challenges and keep your systems up and stable, while providing optimal levels of service to your user community.

As ERP applications have become more critical to the business and the bottom line – they are being viewed as mission critical systems which must be available 24 x 7, around the globe – IT organizations are feeling the pressure. In today’s world, it is a very risky proposition to take on the support and maintenance of those applications with internal resources only. The risk of a disruption in service without the skills and resources needed to respond rapidly is far too great for most organizations.

QAD Support provides the resources, tools and expertise you need to help make the most of your QAD investment and support your business operations at optimal levels. This in turn allows you to support your user community and customers better.

QAD Support offers many features that you would expect from a highly respected software leader, such as 24 x 7 support, a searchable knowledgebase, remote access diagnostics and a software and documentation download center. But unlike other software firms, QAD gives you our best and brightest on every call and every ticket, every time you need help – we don’t use inexperienced personnel to take that first call. This means faster resolution to your issues, less disruption to your business and higher application availability. QAD support experts boast an average of seven years of QAD product experience and answer 25,000 calls annually. We believe in first impressions and it shows.

With over 50% of QAD customers running operations outside of the United States, QAD Support offers an extensive network of support centers to ensure fast, regionalized expertise when you need it. We offer multi-lingual support from 15 support centers. All support employees use the same tools, processes and procedures and receive the same rigorous training. This means you get the high quality service and professionalism you deserve, regardless of your location.

Benefits of QAD Support

QAD customers have found several elements of QAD Support not only beneficial to their business, but vital to their operations. Customers continually give us high marks for the QAD Online Support Center which offers all of the services and tools needed to collaborate with QAD and customers, download software, patches and documentation, and track and monitor incidents. It promotes self service and delivers rapid response and quick solutions. An impressive 86% of customers who visit the QAD Online Support Center say they find what they need, compared to the 44% industry average.

QAD offers a variety of unique tools and services to help customers resolve issues, stay current and keep employees productive with QAD Enterprise Applications.

  • QAD’s remote access diagnostic tools allow support consultants to collaborate with you in real-time, help troubleshoot a problem directly on your system and get the answers you need quickly.
  • Our extensive searchable knowledgebase is easy to use and has over 39,000 solutions, and since it is the same database our support personnel use to resolve issues, it is accurate and continuously expanding.
  • QAD’s live chat feature makes it even easier to contact QAD Support – you get real-time access to consultants around the globe without having to pick up the telephone. It is an easy and convenient way to get the answers you need.
  • The QAD download center allows customers to order service packs instantly and download full product and maintenance updates automatically. Customers minimize downtime, stay compliant and leverage new functionality as they stay current with patches and new releases.
  • QAD’s exclusive Learning Portal offers customers 50 online courses and mastery tests so the user community and IT staff get the training they need when they need it, at their own pace. This prevents knowledge erosion and improves employee productivity.
  • Our Business Improvement Webinar series offers several live and recorded presentations per month on a variety of topics to share best practices and tips and techniques, to help customers hone their skills and make the most of their QAD investment.

QAD Support helps ensure fast time-to-value during your implementation and beyond. Customers experience a certain sense of security and peace of mind when they leverage all that QAD Support offers. Our global team of experts, working around the clock, is dedicated to solving all QAD application and system issues and giving customers the tools they need to be successful. QAD helps mitigate risk to your operations and reduce unforeseen costs, with a focus on high system availability and optimal application performance, allowing you to maintain your competitive advantage.

QAD Support Credentials

  • Largest support provider for QAD solutions
  • 160 experts around the globe
  • 15 call centers with 24 x 7 coverage
  • Proven track record of deep industry experience
  • Superior knowledge of QAD products and solutions
  • 94% customer retention rate
  • Multi-lingual support
  • Direct line into QAD R&D organization
  • 92% customer satisfaction rating

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