News

Enhanced Customer Web Site Provides Greater Support

YARDLEY, PA, April 4, 2005 - As part of Prophet 21's ongoing effort to bring its customers continuous support and communications, Prophet 21 recently introduced an enhanced Customer Web Site.

Providing information and assistance 24 hours a day, seven days a week, 365 days a year, the Customer Web Site is a portal to information about Prophet 21 solutions and services. Available to customers from implementation through the life of their Prophet 21 solution, the Customer Web Site is a complete lifecycle tool.

"The enhanced Customer Web Site is full of enhancements that streamline processes and helps customers better manage the information in their solution," said Chuck Boyle, Prophet 21 president and CEO. "From support answers to being able to access their account information, the Customer Web Site is a valuable tool for all of our customers."

"The look and feel of the Customer Web Site has also been enhanced. With the tabs listed at the top, it is a lot more intuitive," says Ben Napier, information services manager for General Tool and Supply Company. "It is much easier to navigate around and find what you need, quickly and easily."

Support

When questions arise, customers can sign in to the Customer Web Site from www.p21.com and search the Solutions Database - the same Solutions Database used by Prophet 21 support experts - to find answers to customer questions.

If a customer can't find an answer to a question, they can submit a support case online. Real-time tracking allows them to view their case every time a Prophet 21 employee updates it. All cases are archived so they can view their entire case history in the event they encounter an issue that has already been dealt with. File attachments, such as screen captures and SQL query results, can be uploaded with case information to provide support representatives with a more thorough understanding of a particular issue, and entire databases can also be uploaded to Prophet 21 via the Customer Web Site.

"The speed and search capabilities that the new Customer Web Site offers have been a huge help," says Napier. "Whenever we have any questions we pull up the history of a case and go from there. It has been a great feature to utilize."

Customers can also download documentation related to their Prophet 21 solution from the Customer Web Site.

Education and Consulting

Prophet 21 offers a blended learning curriculum that allows customers to choose the educational courseware that works best for them. With this in mind, the Customer Web Site offers access to information and registration for Prophet 21 University, Computer-, Web-, and Classroom-Based Training courses designed to improve customers' knowledge of their Prophet 21 solution.

In addition, the Customer Web Site provides customers with access to the Custom Education Program (CEP). A free online application, the CEP enables customers to create surveys that help pinpoint employee knowledge gaps in relation to their Prophet 21 solution. It then directs customers to the Prophet 21 educational tools that will most improve their employees' use of the solution. Serving as a measuring stick for employee growth, CEP surveys can be customized by difficulty level, functional area, and employee tasks.

Additionally, the Customer Web Site provides customers with the opportunity to view and request information regarding Prophet 21 Consulting options, including application, technical, and e-business consulting.

Instant Access

Furthermore, the Customer Web Site enables customers to view their entire financial transaction history with Prophet 21 - including invoices and past purchases - and easily export this data to an Excel spreadsheet. This information is completely secure and only the system administrator can determine who has access to these pages.

Networking and Information

Understanding that customers can benefit from others' knowledge, Prophet 21 offers message board forums for customers to communicate with other customers, get advice, and share tips. E-mail alerts can be received when specific topics are discussed and all postings are saved for search and recall. Customers can also share files on the message board forums, such as business reports and other helpful documents.

Product Information

The Customer Web Site presents information on all solutions and services offered by Prophet 21. Customers can request the latest versions of product releases, suggest enhancements to future software releases, and view information on optional features and complementary products. The site also gives customers the opportunity to submit requests for custom software and then monitor the progress of the custom development online.

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