Sage 100

Issues with Scanco We have sold and installed many copies of the ACS Work Order Efficiency software through the years. Our customer is running version 2017 with product update 2 and is moving to a new server. We wanted to verify that Work Order Efficiency is compatible with product update 4. Thought it would be a simple question to ask. Scanco support is stating THEY have to do all installs of any Scanco owned product. Of course, the client has to pay extra to have them install the software. This is their ""Company Policy"". Has anyone else had this experience?

Yes, and I don't like it.

Plus the margin dropped from 25 to 10%

Nothing to add on Scanco but I usually do have third-parties manage the install and upgrade. I've found they do it much faster and I get very little pushback from customers as I explain it all upfront. Scanforce usually prices this in both their proposal and their support agreements.

We asked a question and just found out that Scanco called the customer, without our knowledge, trying to setup an install. Totally confused the customer.

Interesting. Have client with ACS MB so this is going to be fun to watch on the next upgrade.

Like Wayne, I also have Client pay for and have Scanco do the install and software upgrade. However, I am involved throughout and insist [to Scanco] that they coordinate the implementation and setup through me. I do all the workflow and filling in the blanks. I tell my clients during sales to plan for no less than 40 hours of my time. Some take more time than others but never less than 40 hours. Also, lately I have had some trouble getting responsive support and Ron Chompf is tied up a lot - although he turns around bug fixes quick. I used to be able to email him but now they prefer me to go to support@scanco.com. I have a proactive call next week to collaborate with Scanco support coordinator and see what we can do to improve this. I'll let you know if there is anything worth sharing to make our lives easier.

I have not been in on the various webcasts Scanco has put on recently, but I am not sure pricing and terms have been part of those. Has Scanco actually documented and sent out the new pricing, margins and terms (such as their installation) for the ACSG enhancements?

I have not seen new pricing or terms. I asked for a price list and they stated they no longer provide a price list that but would be happy to quote a specific project.

And yes, they want everything to go through Support. The bad part is, their support hours are 9am to 5pm ET. We had a customer experiencing problems all day and was working with support but I finally emailed them around 4:05 CT and got the '..office hours are... 'message. I was not very happy. I do have to say however, that yesterday, a customer was having an issue and I emailed support and someone responded in less than 10 minutes and knew what he was talking about, connected and resolved it in less than an hour. So there's hope....

I agree. If they are going to be the front line of support, they need to be available all business hours in the US. 8AM - 8PM EST.

Thanks for thinking of us orphans here on the West Coast, @JeffSchwenk !

A pattern is forming here. We have been leaning toward SCANCO vs ScanForce because of the product being included with subscription pricing on Sage 100cloud complete. We are in the middle of a SCANCO Warehouse 100 implementation and have experienced the same issues of ""secrecy"" for pricing and the installation. Maybe they are angling for a certification process for resellers wishing to be more hands on during the implementation. We agree it makes sense if only doing a couple of sales a year to let the ISV do the heavy lifting. But if actively marketing and selling they need to open up the opportunity for us to pick up consulting revenue for more than just project management.

Well, since Sage is doing such a great job of going it alone, maybe Scanco is taking a cue from them....

The lack of proper communication of the procedures is definitely taken from the Sage playbook.