|
|
 |
What’s New in Tenrox Professional Services
From the desk of… Michael McRae, VP of Professional Services |
The Professional Services Team’s primary mandate for 2007 is Customer Satisfaction. To back it up, significant portions of bonuses and incentives are being tied to achieving a 100% customer satisfaction rating.
Tenrox has made some structural changes to improve communication and empower individuals to be more responsive to customers' needs. These changes are far reaching and include the implementation, support, and enterprise solutions teams.
More changes will be implemented in the following areas addressed below.
Your feedback is important to us and 100% customer satisfaction is our goal.
Please feel free to contact me directly with your feedback and concerns.
Best regards,
Michael McRae
VP of Professional Services
Michael_mcrae@tenrox.com
Customer Support
The customer support team has adopted a dedicated support analyst model where each analyst is assigned a portfolio of customers to support. So when a support ticket is logged it is automatically routed to the assigned analyst. In addition to some of the process efficiencies, this model significantly increases the level of accountability the analyst has for customer satisfaction.
To monitor satisfaction, semi-annual electronic surveys will be sent out in June and December of every year. In addition to the surveys a Customer Feedback Portal has been launched. Customers now have the option of posting comments, suggestions, likes and dislikes on each of the application’s five functional modules: Time and Expense Tracking; Cost and Revenue Accounting; Workforce Planning; Project Process Management; and Analytics.
eLearning Launch
Tenrox is launching an eLearning program in the coming weeks. The program was developed to provide customers with the tools to self-install and configure the Tenrox Time and Billing modules. The program is unique from other eLearning programs in that it not only includes the course curriculum but also includes the services of a Tenrox coach. The Tenrox coach will be available to answer any questions that come up during the implementation and configuration phases of deployment in addition to conducting a post-implementation review of the customer's implementation. The addition of a "Coach" service will increase the likelihood of customer success.
Customer Reference Recruitment Drive
Customer references are an essential part of Tenrox’s sales process. We’re currently looking for more participants. As a special thanks to those that participate in the reference program, each Reference Program participant will receive one free registration to the 2007 Tenrox User Group Conference at the Indian Lakes Resort in Chicago, a savings of $600! (one per company) |
Back to Top |
|
|
|
 |
| Tips and Tricks |
1) Did you know that committed hours may vary depending on the
Allocation Unit used while committing a Resource.
Tenrox prevents decimal values from being entered or displayed when using the Percentage (%) Allocation Unit. Because of this restriction, and the associated rounding done by the application, fractionally different hour amounts committed while in the Hours Allocation Unit may appear identical when viewed in the Percentage Allocation Unit.
For example, a Resource with 40 hours available in a given week and 40 hours available in the next week may be committed for 9.9 hours in the first week and 10 hours in the second. When switching to the Percentage Allocation Unit, Tenrox will round both of these values to 25 (%).
Please note that hours committed using the Percentage Allocation Unit will always be converted to a two decimal point decimal value when viewed in the Hours Allocation Unit.
How do you get around that?
When committing an individual Resource, commit them using either one or the other of the two available Allocation Units rather than switching between them.
2) How to Change Tax Rates in the Tenrox Application?
a. Log to the Tenrox application as the Master
Administrator.
b. Select Setup>Financial>System from the Main menu.
c. Click the Tax Details button from the Financial Setup
screen.
d. Select the tax rate you wish to change.
e. This will open the Tax Detail Edit screen.
f. Change the tax details as required.
3) How do you replace PEmailSrv.exe in case it gets corrupted?
a. Close all open windows and just open the DOS
command prompt window. Type the command to open
the “EnterpriseSoftware” folder.
b. Run the following command: net stop "Tenrox email
service"
c. Run the following command: PEmailSrv –unregserver
d. Rename PEmailSrv.exe to PEmailSrv.bak
e. Extract the attached PEmailSrv.exe file to the
“EnterpriseSoftware” folder
f. Run the following command: PEmailSrv –service
g. Run the following command: net start "Tenrox email
service"
If you have any suggestions for additional articles please do not hesitate to contact us.
|
| Customer Success Stories |
Pariveda Solutions is a mid-market IT consulting company with offices in Dallas, Denver, Detroit, and Houston.
As with many organizations in today's market, Pariveda had an infrastructure that could no longer keep up with it's growing needs. They faced a pressing need to convert away from the use of manual processes and electronic spreadsheets to a scalable solution, with the ability to adapt with them over time. As a small company, Pariveda had strict budget requirements. They also had to consider other critical factors such as Microsoft compatibility, ease of use, and accounting integration. Such urgencies forced them to explore the professional services niche for a timely solution.
Listen to a Webinar recording conducted
by Pariveda Solutions' Jeff Hilliard
Read the case study here
 Regent Systems is a successful government consulting firm specializing in IT services and support with a focus on information systems, telecommunications technologies and logistics processing.
With an inherently mobile force, including hundreds of consultants geographically dispersed throughout the country, Regent Systems’ ability to effectively manage time and billing had far outgrown the capabilities of its antiquated, in-house system.
Learn how Regent Systems was able to save 20 hours per week by using the Tenrox Cost and Revenue Accounting module.
Read the case study here
|
How to keep your talents on target |
Subscribe to the new Project Workforce Blog, talentontarget.com hosted by Tenrox. Tenrox executives and team members contribute weekly blogs to the topic of Project Workforce Management. Share with us your comments on the individual blog topics.
Read the blog at talentontarget.com
|
New White Paper |
Project Workforce Management for Service Organizations Going Beyond Professional Services Automation.
Click here to read the full white paper |
Back to Top |
|
|
|
 |
Throughout the year, Tenrox hosts numerous Webinars to provide you with valuable information on how our solutions can be deployed to meet your business needs. Tenrox now has webinars available for the convenience of those located in the Australia area. Join us for any or all of the following upcoming Webinars. |
| Please check our website for exact time and registration |
Back to Top |
|
|
|
 |
 2007 Tenrox User Conference is slated for September 26-28 at the Indian Lakes Resort in Bloomingdale, Illinois, just 15 minutes from the historical downtown Chicago. Sign up now and get $200 off! Everyone attending will receive Tenrox CEO, Rudolf Melik’s new book, The Rise of the Project Workforce. Slated to be available in bookstores this September.
If you’ve seen some nice returns on investments from your Tenrox Solutions, and would like to share your experience with other Tenrox Customers, consider being a speaker.
You can read more about the user group or register to attend here.
Read about last year’s Tenrox User conference, an article by Analyst David Hofferberth from Service Performance Insight Research.
Read the article here
Trade Shows
TPSA Summit
May 6-8, 2007
San Diego, CA
USA
The IT Directors' Forum
June 6-9, 2007
Arcadia, Southampton
UK
4th Annual Project Management Australia Conference 2007
August 28-31, 2007
Conrad Jupiters, Gold Coast
Australia |
|
Back to Top |
|
|
|
|
|
|
