Permission for Access to the Sage Customer Portal

By BAASS Consultant | Oct 18, 2013 12:00:00 AM
 

Sage is making changes to work with BAASS Business Solutions in assisting you when you need us!

Sage has recently invested in new technology that allows us, your Sage Partner, to work more closely together in supporting you and your Sage 300 system

Keep your eyes open in your inbox for an email from Sage, this email will instruct you in making a change to your Sage profile that allows BAASS Business Solutions to stay informed with any issues you log with Sage directly.

We are excited to have the opportunity to assist in resolution but we need your help! 

Please take a moment to read and make the change in your Sage profile that will allow us visibility into any technical issues you may log with Sage directly.

Below is the email that includes the instructions to make this change.

 

 

 
 

We are reaching out to you today in regards to your account with Sage. When you contact Sage to initiate a support ticket, you have the choice of requesting Sage to share the details of the support ticket with your authorized business partner. By doing so, Sage will allow your business partner access to your support tickets on the Sage portal. This will allow your business partner to stay informed regarding any support issues you have reported directly to Sage.

There are two options available to you in order to make this change to your account. You can send an email to SupportTicketPermission@Sage.com and simply state that you are granting permission for your Sage business partner to view your support tickets and a Sage representative will make the change on your account for you. Or if you have a Sage customer portal account, you can follow the steps below, which will allow your Sage business partner to view your customer-initiated support tickets:

The following steps will allow you to make this change to your account:

1.     Navigate to http://Customers.SageNorthAmerica.com

2.     Click logon (sign up) in the upper right corner

3.     Enter username and password

4.     Click profile > profile details

5.     Select the checkbox for allow my reseller to see my support tickets. It shows under the update my case preferences heading on the right

6.     Click save

If you have questions regarding navigation of the Sage customer portal, you can email our portal support team directly at: Customer.Portal@Sage.com

Thank you for your continued business.

 
 

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Please get in touch with us if you have any questions. Contact us!

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Do You Know What Your Customers are Saying About You?

By BAASS Consultant | Dec 20, 2010 9:22:00 AM
 

There are many ways to measure past success and indeed predict your future success. The most common methods revolve around navel gazing exercises that involve a microscopic review of financial results.

While I absolutely agree that it is important for organizations to track and measure financial results, and make decisions based on them, I believe it is every bit as important to measure the happiness of your existing customers to predict future success.

How Do We Do It?

BAASS has participated once again in the Customer Loyalty project offered by Sage.

This initiative is in addition to the in-product surveys that regularly measure the Net Promoter Score (NPS). The program provides an opportunity to seek feedback, reach out to our customers, obtain their feedback and gain insight into how Plus and Sage are serving their needs.

The Results

I am over the moon about our results which not only exceeded many others but also blew away our results from last year.  I will share some highlights here:

Our response rate increased from 16% to 40.8%, in the top 10 of participants in the program, a huge increase in participation. Thank you so very much to all of our customers who participated.

Our NPS score went from 54.17% to 76.92%, another massive increase.  We are particularly proud of this number and will continue to focus on increasing this measure.  For those of you who are curious how this number is calculated, see the diagram below for the method.

NPS

The final performance measurement is our ranking as compared to our Peers.  In this regard we continue to be in the top performers, with our results in the top ten in North America for Partners who provide services for Sage 300 (formerly Accpac) ERP.

We believe our high NPS score will translate into more referrals and therefore additional opportunities to add value to even more organizations next year and beyond.

You Can do it Too!

I absolutely love this process and encourage everyone to take the opportunity to seek the feedback of the silent majority. If the results are good then celebrate!  If the results are bad, wow, what an opportunity to gain insight into the perception and thoughts of your customers about your products and services. 

I would be more than happy to chat about this process and provide assistance to any of our customers who wish to explore doing something like this in their own organizations.

If you want to read more about this process this website has a ton of great information: http://www.satmetrix.com

Thank you to all the people and companies that we work with every day here at Plus. We are truly grateful for the opportunity to assist you with your success.

I would like to take this opportunity to also wish you, your organizations, families and extended families the very best of the season and continued success and prosperity in the coming year.

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