Comments on: Service Management for MAS 90 and MAS 200 – Brutally Honest VAR Survey Results

By: KarenOLane

KarenOLane — Wed, 13 Jan 2010 11:51:26 +0000

I've been a MAS90 reseller since 1989. A few years ago, I started picking up customers who needed a service module. I reviewed every module I could find from all master developers who promoted a service system: Ascent, IIG, Conative, and BCS. I have actually installed and set up 1 Ascent Automated Service, 2 Conative SM2000, and 4 ASI Service Center (formerly BCS Service and Warranty). In each case, I chose the product based on the particular needs of the client. I can highly recommend ASI Service Center for anyone who needs a depot repair system. This module is like five systems in one. It allows repair and tracking of customer equipment, whether or not the client's company sold it to the customer; repair of company-owned equipment with rollup costs; generate advance swap/exchanges; generate warranty or non-warranty replacements; and loan out inventory. This module works extremely well, and the technical support from ASI is top-shelf. All of my customers have been extremely happy with it. And, they are referenceable. ASI also has a mobile field service inventory tracking system that works in conjuction with Service Center. One of my clients uses this as well, and they were thrilled to find a solution that met their business requirements. The people at ASI understand how business works.

By: Louis Araiza aka BigLouie

Louis Araiza aka BigLouie — Wed, 06 Jan 2010 21:29:28 +0000

Service and Warranty is now called ASI Service Center. Some time ago Accounting Systems Inc www.asifocus.com aquired Service and Warranty from BCS and received Phil Whirley as part of the deal. We use it to track our serialized items and the warranty that goes with it. We not need dispatch as product is shipped to us for service work. Works well with few problems. What problems we do encounter from time to time is addressed by Phil in a timely manner. Would highly recommend to anyone

By: Wayne Schulz

Wayne Schulz — Wed, 13 May 2009 23:10:41 +0000

Since posting we've been contact by both end users and the companies that the VARS in this articles made comments about.

Several issues have been stated:

1. That this article is outdated

We've clearly stated that the article was a compilation of feedback from VARS that we k now in response to an inquiry that we sent out asking for their feedback. We did no editing (which I don't believe in). The information that was posted is exactly as received.

2. That some companies have significantly changed and VARS have had very good expriences with them recently.

We invite anyone with comments to use this comment section to update the survey. We don't claim anywhere in the survey that we undertook the inquiries as anything other than research to help answer a client inquiry. We republish it in the hopes that is serves as the basis - and not the sole determining factor - to give people a starting point to BEGIN their review.

Every business changes and can get better or worse. So naturally over time any review is going to become out of date no matter when it was taken.

Re-read the summarized feedback to see that we are recommending that everyone make their own determination on product suitability. You can do this by asking other VARS or finding end users who can give you up to date information.

All updates and feedback should go in the comments. If you've used a product and like it - then please let others know. If you've used a product and dislike it - let them know that too.

Be as specific as possible and try not to leave a general comment. Leave details of exactly what makes the product great or not so great.

By: Wayne Schulz

Wayne Schulz — Wed, 13 May 2009 19:10:41 +0000

By: Barbara Wilbur

Barbara Wilbur — Tue, 05 May 2009 22:31:28 +0000

Interesting article. I have used and implemented Connative and Automated Service and have about 12 or 13 service installs in my MAS base. While I believe AS has a good product, I think it is held back by the issues discussed above. I think generally it is because of development and support overlapping so they are constantly fighting for resources and billable time. This is a constant problem in our industry and especially among MAS ISV's. Service is an untapped market for Sage. One that could easily make Sage and the channel some much needed money. Keep in mind that Timberline (owned by Sage) does have a fairly good service product for construction and sub contract type companies but it is sorely lacking in the inventory and purchasing area. If only DSD could write a service add on. Now they know how to give support and work with the reseller as a team…Doug what do you think:)

By: Laurie Sauer

Laurie Sauer — Mon, 04 May 2009 16:08:59 +0000

Wayne,

I have worked with MAS for over 13 years. The service add-on modules have always been an issue. It's unfortune that Sage doesn't recognize this and step in.
In the end it reflects on Sage when customers are unhappy and they end up blaming on MAS because the service package is inadequate.