It’s About OMS ERP Service - Year To Date 2011

71358 - Serivce Phone Calls, 3311 - Custom Programs, 7488 - Training Hours, 1692 - Additional Modules
and 5962 - Companies Using OMS

We here at Master System just completed an analysis of our customer service phone calls, emails, and meetings held with our customers. Since the beginning of 2011 we here at OMS are pleased to let you know. The number of contacts we made with our customers in 2011 is a startling 71,358. Yes the entire OMS team handled more than 71,358 customer service calls in 2011 covering every subject in the book and our overall rating was that we met and often exceeded our customer’s expectations.

Our analysis also showed that in 2011 our OMS ERP programming engineers created more than 3,311 custom programs across our entire product line, many of which are now part OMS. This truly makes OMS a customer innovated ERP business software solution. For those customers renewing their annual support contracts are benefiting from many of these enriched functions. Passing our know how to our customers so they can know how resulted in our customer service team delivering more than 7,488 hours of training to thousands of OMS customer’s in 2011. Delivering all these service and support functions lead to OMS shipping more than 1,692 various OMS systems, updates, custom programs, additional modules and, specialized features throughout our growing customer base that now totals about 5,692 companies using OMS.

While we continue to strive to ensure faster turn-around, we are now using our existing customer service system and an internal messaging system. This newly added application delivers internal messaging across our customer service department enabling faster response times to missed calls.

Here’s another interesting fact. Not only are we supporting our flagship ERP software OMS, did you know that there are more than 1,000 additional OMS modules installed throughout our customer base. These additional modules include: eMaster™ our eCommerce integrated system, EDI, CRM, SRM, Credit Card Module, UPS/FedEx, Factoring Modules, POS, Warehouse Management System and our My OMS for ANDROID.

In spite of their benefits, many ERP systems fail due to the implementation process.

Many ERP systems face implementation difficulties because of improper implementation planning, interacting with the customer's and user resistance to change and improper training. Professionals assert that effective implementation of ERP requires establishing core competencies, among which is the use of change management (continuous improvement) strategies to promote the infusion of ERP in the workplace. Since its inception, Master System has been dedicated to producing technologically superior ERP business software solutions and backing them with the finest services and support. Master System has worked for years to develop a support and service strategy to speed up the installation process of the OMS ERP business software solution and back that up with on-going customer service and support.

Our customer support trainers work with the customer's team. The Master System train the trainer method gives your team the knowledge to be experts in the OMS ERP business software solutions and to do so successfully. We do initial training with the customer where we take our knowledge and transfer it to our customer's team. The key advantage to this method is that it lowers the cost of implementation and, eases the way to a successful production environment when using OMS.

Master System's technical services team works with our customer in order to "map" the customer's current data into the OMS ERP business software solution. These data conversion services include generating a "test company" environment to reinforce and reduce the learning curve in using OMS. Data Conversion "mapping programs" are then placed into the OMS library of business software thereby allowing our customer to run the "data conversion mapping" programs at will. Each "mapping program" may go through a series of updates to ensure accuracy of the results of the "data conversion." The key advantage of this method is to expedite the time to "go live", bring all the users into the fold so they can use OMS immediately, and helps our customer's get the most of OMS.

If it doesn't come in a box, then it can be fitted to our customer's requirements. This makes OMS a customer innovated system, not a horizontal solution, where "one size fits all!" Our history shows many of the custom programming work are centered towards "unique" customer policies and procedures. Other custom programming services leads to enhancements of OMS for general release which truly makes OMS a user innovated solution. Installation Assistance Our computer software analysts are at the ready to assist in the installation of the OMS ERP business software solution on to our customer server and to create "desktop" sharing for the users. The installation process includes generating OMS for installation, the creation of company name(s) and a test company environment, and the creation of the databases themselves in preparation for the transfer of data conversion services. Desktop sharing icons are created for the users. This installation assistance includes working with our customers technical services team. Little to no involvement is required other than answering any technical questions about the architecture of the OMS databases.