90p Admin

Recommendation: We form a sub-group that is tasked with taking the major open issues that fly by on Socialcast and documenting them in a searchable member only database (version, product, severity). We presently lack one common place where people can go see a list of issues and comments around big issues/bugs in the products. If we want to sit and trust that Sage is going to improve their knowledgebase and keep providing us with access to early info on important bugs -- then I think we are fooling ourselves. I believe Sage has every incentive to improve their internal systems but nearly zero to improve their external systems. This is a problem that not many VARS have the capacity to work around - but we do by virtue of 90 Minds. We need to dedicate some resources --- both committed members and money to fund this issue tracking system. I recommend this be 100% online so we are not dependent on any one member to keep it going. I recommend this be 100% proprietary to members - not a public facing KB that everyone feeds off our efforts. Step one: buy into this concept

I know that this will sound like an insane idea but ... what if we have a 90 Minds help desk with a full-time resource assigned? Members that want to take advantage of this resource would pool $$ with others to pay the salary. This person could be responsive to the various sources of incoming questions (1.800.90Minds, ask90minds.com, etc.) from customers. They could act as a hub and record keeper for the group. This idea might be too expensive with only 20 members contributing but if you open it up to OASIS you could defray costs among 30 - 40 member firms. Like I said ... possibly insane idea but I wanted to put it out there.

I like the idea and think we should probably aim a little lower in terms of perhaps just tying together the help desks during the day for member to member assistance. We've tried somewhat similar things in the past and what we've found is that most firms have one or two really active people and the rest in the firm will never come online.