Program Drives Increased Satisfaction Levels Among New Customers and Supports Company Strategy of Market-Leading Customer Focus
INDIANAPOLIS, March 28, 2005 - Made2Manage Systems Inc., a leading provider of enterprise-class business solutions that deliver ongoing value to manufacturers, today announced that satisfaction levels among new Made2Manage customers have significantly increased through the execution of the company’s new support/education liaison program.
“The support/education liaison program is designed to shift Made2Manage Systems’ communication with new customers to a more proactive model and provide heightened support when customers need it most—during the implementation and go-live phases,” said Todd Schulte, director of support and education for Made2Manage Systems. “Our support and education liaison, Ronda Bowling, contacts companies within their first week as a Made2Manage customer to offer the program, which is available to customers at no additional cost.”
Bowling began her role as support/education liaison for Made2Manage Systems in March 2004, and has since involved more than 100 customers in the program. Program participants are mostly new customers; however, some participants are existing customers in the process of implementing an optional module of the Made2Manage® Enterprise Business System, such as M2M™ Supply Chain Management, or have an unusually high number of support cases.
The program’s standard operating procedures begin with Bowling walking new customers through the tools and resources available to them on M2M Expert, Made2Manage Systems’ award-winning customer portal that offers 24/7 knowledgebase support, user-to-user networking tools, online support case management, education offerings, and product feedback channels. Bowling then pulls from Made2Manage Systems’ more than 1300 hours of course offerings to design a customized education plan for the customer.
“A key aspect of this program is follow-up,” said Bowling. “I’m like a university advisor. I’m monitoring the number of courses companies are taking relative to the plans I helped them design, and I’m calling them to ensure that they are prepared for various implementation milestones, such as conference room modeling sessions. As for existing customers, I’m monitoring their support cases and making suggestions on how education and training might alleviate some of the issues.”
“Education has always been the proactive arm of support, and our education and support departments are managed under the same person for this very reason,” said Jeff Tognoni, CEO of Made2Manage Systems. “In fact, the entire support/education liaison program is based on the idea of education and support working together. Educated customers are satisfied customers—they require less support. The tremendously positive response we’ve had to the program is yet another example of how Made2Manage Systems is finding simple but innovative ways to become the most customer-focused software and services company in the small and midsize enterprise (SME) market.”
Susan Joy, COO for 21c Retail Arts, an East Bend, N.C.-based manufacturer of wood partitions and fixtures, agreed. “Made2Manage Systems’ dedication to customers should be commended. It is rare for a company like ours to receive such consideration. The support/education liaison program definitely supports the total customer care concept that our Made2Manage account executive illustrated in his sales effort. We are very happy with our decision to purchase the Made2Manage system.”
About M2M University
Beginning in the early phases of the implementation process, more than 95 percent of new customers take advantage of M2M University to access both recorded and virtual courses focused on helping new system users extend the capabilities of their Made2Manage software and reach system payback faster. With more than 1300 hours of course offerings, M2M University is a comprehensive education program designed to help Made2Manage users, of all levels of sophistication, maximize their investment in the Made2Manage Enterprise Business System. In order to meet the requirements of the company’s more than 2000-strong customer base, M2M University initiatives combine people and technologies to deliver virtual, live and recorded classes on synchronous, asynchronous and on-demand schedules.
About Made2Manage Systems Inc.
Made2Manage Systems delivers high-quality, easy-to-use, fully integrated business systems to manufacturers seeking to improve operational efficiency, customer satisfaction, and financial performance while managing their business growth. Unlike other ERP software vendors that focus on new technology trends, Made2Manage Systems delivers ongoing value to its customers by enabling them to achieve continuous business process improvements. With more than 2000 customers across the United States, Canada, and the United Kingdom, Made2Manage Systems services manufacturers by delivering functionality that meets the unique specifications of more than 30 manufacturing industries, including industrial and commercial machinery, rubber and plastics, electronics, and fabricated metals. Visit the Made2Manage Systems Web site at www.made2manage.com. Made2Manage Systems may be reached via e-mail at info@made2manage.com or by calling (800) 626-0220.
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