Made2Manage Systems Joins Dell, Hewlett-Packard and Microsoft to be Honored for Excellence in Online Service and Support
INDIANAPOLIS, May 3, 2006 - Made2Manage Systems Inc., the leading provider of enterprise resource planning (ERP) software and a broad range of services for manufacturers, today announced that its customer Web site, M2M Expert, has been named one of the “Ten Best Web Support Sites” of 2006 by the Association of Support Professionals (ASP). M2M Expert has received ASP’s award, which honors excellence in online service and support, three times.
The 2006 winners (in alphabetical order) include eight open division entries—-Dell, Hewlett-Packard Customer Care, Juniper Networks, Lucent Technologies, McAfee, Microsoft, Reuters, and RM. Two companies—Made2Manage Systems and think3—were named winners in the small company division.
The award winners were selected by a panel of judges with expertise in Web support design and implementation, using a scoring system based on 25 separate performance criteria. The evaluation process covered the following areas:- Overall usability, design and navigation
- Knowledgebase and search implementation
- Interactive features
- Personalization
- The major site development challenge
“The Made2Manage Systems support site is a wonderful example of how the Web can deliver an experience that is often richer and more useful than phone support,” said ASP Executive Director Jeffrey Tarter. “The case management and education center are especially sophisticated, and show the impact of many years of fine-tuning and research.”
“The ASP award demonstrates our ongoing commitment to service and support excellence,” said Ray Vallillo, vice president of services and support for Made2Manage Systems. “Our customers have adopted Web-based support in a huge way—50 percent of our support inquiries come from M2M Expert, and our average time to respond to electronic support requests is 3.3 times faster than the industry average.”
The 10 winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2006," to be published by the ASP in June.
About M2M Expert
Each year, more than 80 percent of Made2Manage Systems’ manufacturing customer base accesses software support, information and resources on M2M Expert, averaging nearly 2,500 hits per company. The award-winning site features a robust online case management system and knowledgebase that provides users with software support 24 hours per day, seven days per week. The site houses M2M University, a comprehensive online education program that offers virtual and recorded courses to users with varying levels of system expertise. M2M Expert also delivers: downloads, such as service packs, technical updates, and user manuals; user-to-user networking functionality; product feedback channels, including a change request management system; and information on products and services meant to enhance customers’ existing software and business processes. For more information, visit www.m2mexpert.com.
About the Association of Support Professionals
The ASP is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best" awards, the ASP publishes research reports on a wide range of support topics, including support compensation, services marketing, and fee-based support. For more information, contact Jeffrey Tarter, executive director, at (617) 924-3944.
About Made2Manage Systems Inc.
With more than 2,200 customers worldwide, Made2Manage Systems has a 20-year track record of delivering enterprise resource planning software and a broad range of services that meet the unique market specifications of more than 30 manufacturing sectors, including industrial and commercial machinery, fabricated metals, rubber and plastics, electronics, analytical and measuring equipment, furniture and fixtures, durable goods, and metals, wire and cable. Made2Manage Systems’ sustained leadership position in the ERP marketplace is built on a commitment to fostering productive, long-lasting customer relationships, developing a quality product line based on unique industry specifications, and providing excellence in customer support and professional services.
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