Sage 100

I'm fairly worried about what's going on at Scanco. A customer has had an unresolved issue with Multi-bin since 12/9/2020. Support communicated with the customer a few times in February and March, but nothing since, except that after hounding them by email, on April 14 I received this message:

A few things have happened in the past few weeks, Scanco has implemented a new ticketing system, and Brandi was promoted to Product Owner and is now working with out development team. I will do a quick recap with her today to see what next steps are.

And on April 21 I received this:

I am meeting with Brandi today to discuss this. This past month Scanco integrated a new CRM and Ticketing system on the support side, so we've been working through getting all issues documented and back on track.

No signature on either of those, so it's the generic support person responding. I called today and left a vm. 

What has your experience been of late?

------------------------------
Karen O'Lane
Accounting Systems, Inc. (ASI)
Fresno CA
803.252.6154 x242
559.577.4142
90 Minds Treasurer
------------------------------

I know they did get a new CRM system that they use for quotes but Seth has been fairly responsive. We did just get notice today that they 'overhauling' their Subscription & Maintenance Contract billing cycles.

------------------------------
Therese Logeais, Technology Integrators
------------------------------

We had a customer abandon ScanCo multi-bin (switching to DSD/ScanForce basic) for a recent upgrade after being literally ignored by ScanCo for more than a year.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
------------------------------

Wow, did the 2000's come back???  Memories from circa 2005 spring to mind.  Or are they just following Sage's lead.  Extremely frustrating to say the least!   @Robert Wood Can you get an official response from the valued affiliate member????
​

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------

Original Message:
Sent: 05-01-2020 17:18
From: Kevin Moyes
Subject: Scanco

We had a customer abandon ScanCo multi-bin (switching to DSD/ScanForce basic) for a recent upgrade after being literally ignored by ScanCo for more than a year.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
------------------------------

I need to call Cody next week anyway. I will talk to him then.

------------------------------
Robert Wood
DDF Consulting Group, Inc.
Ocala FL
352-615-5898
------------------------------

Original Message:
Sent: 05-01-2020 17:50
From: Jeff Schwenk
Subject: Scanco

Wow, did the 2000's come back???  Memories from circa 2005 spring to mind.  Or are they just following Sage's lead.  Extremely frustrating to say the least!   @Robert Wood Can you get an official response from the valued affiliate member????
​

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------


Original Message:
Sent: 05-01-2020 17:18
From: Kevin Moyes
Subject: Scanco

We had a customer abandon ScanCo multi-bin (switching to DSD/ScanForce basic) for a recent upgrade after being literally ignored by ScanCo for more than a year.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON

I would very much appreciate that!

------------------------------
Karen O'Lane
Accounting Systems, Inc. (ASI)
Fresno CA
803.252.6154 x242
559.577.4142
90 Minds Treasurer
------------------------------

Original Message:
Sent: 05-01-2020 19:20
From: Robert Wood
Subject: Scanco

I need to call Cody next week anyway. I will talk to him then.

------------------------------
Robert Wood
DDF Consulting Group, Inc.
Ocala FL
352-615-5898
------------------------------


Original Message:
Sent: 05-01-2020 17:50
From: Jeff Schwenk
Subject: Scanco

Wow, did the 2000's come back???  Memories from circa 2005 spring to mind.  Or are they just following Sage's lead.  Extremely frustrating to say the least!   @Robert Wood Can you get an official response from the valued affiliate member????
​

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444


Original Message:
Sent: 05-01-2020 17:18
From: Kevin Moyes
Subject: Scanco

We had a customer abandon ScanCo multi-bin (switching to DSD/ScanForce basic) for a recent upgrade after being literally ignored by ScanCo for more than a year.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON

------Original Message------

I'm fairly worried about what's going on at Scanco. A customer has had an unresolved issue with Multi-bin since 12/9/2020. Support communicated with the customer a few times in February and March, but nothing since, except that after hounding them by email, on April 14 I received this message:

A few things have happened in the past few weeks, Scanco has implemented a new ticketing system, and Brandi was promoted to Product Owner and is now working with out development team. I will do a quick recap with her today to see what next steps are.

And on April 21 I received this:

I am meeting with Brandi today to discuss this. This past month Scanco integrated a new CRM and Ticketing system on the support side, so we've been working through getting all issues documented and back on track.

No signature on either of those, so it's the generic support person responding. I called today and left a vm. 

What has your experience been of late?

------------------------------
Karen O'Lane
Accounting Systems, Inc. (ASI)
Fresno CA
803.252.6154 x242
559.577.4142
90 Minds Treasurer
------------------------------

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates
------------------------------

@Robert Wood, @Karen O'Lane​​​​

It would be a nice 90M membership benefit if we had a high level tech support liaison at the affiliates that we could phone/email for issues like this.  Scanco certainly is working through some issues lately.  And since Sage is an affiliate sponsor, it would be nice to have a hot line with them as well (and perhaps a seat at the BPAC table).  I submitted a PR issue in early March and it is still pending.  I would prefer not to have to post issues on Sage City but it seems like this is the only way to get their attention.

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------

Original Message:
Sent: 05-04-2020 08:44
From: Bernie Lehman
Subject: Scanco

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates
------------------------------

If you want to call out Sage, but not in a place customers / prospects can see, do that in the Partners section of Sage City:
https://www.sagecity.com/support_communities/sage_partners/f

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
------------------------------

Original Message:
Sent: 05-05-2020 12:20
From: Jeff Schwenk
Subject: Scanco

@Robert Wood, @Karen O'Lane​​​​

It would be a nice 90M membership benefit if we had a high level tech support liaison at the affiliates that we could phone/email for issues like this.  Scanco certainly is working through some issues lately.  And since Sage is an affiliate sponsor, it would be nice to have a hot line with them as well (and perhaps a seat at the BPAC table).  I submitted a PR issue in early March and it is still pending.  I would prefer not to have to post issues on Sage City but it seems like this is the only way to get their attention.

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------


Original Message:
Sent: 05-04-2020 08:44
From: Bernie Lehman
Subject: Scanco

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates

Dang it, didn't know this existed, @Kevin Moyes.  I am feeling dunce-like now.​

------------------------------
Beth Bowers
Mom to Samson, Peanut, ChiChi, Canton, Cagney and Daisy (NO Oxford comma - shriek!)
Beth Bowers
269-445-1625
------------------------------

Original Message:
Sent: 05-05-2020 13:41
From: Kevin Moyes
Subject: Scanco

If you want to call out Sage, but not in a place customers / prospects can see, do that in the Partners section of Sage City:
https://www.sagecity.com/support_communities/sage_partners/f

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
------------------------------


Original Message:
Sent: 05-05-2020 12:20
From: Jeff Schwenk
Subject: Scanco

@Robert Wood, @Karen O'Lane​​​​

It would be a nice 90M membership benefit if we had a high level tech support liaison at the affiliates that we could phone/email for issues like this.  Scanco certainly is working through some issues lately.  And since Sage is an affiliate sponsor, it would be nice to have a hot line with them as well (and perhaps a seat at the BPAC table).  I submitted a PR issue in early March and it is still pending.  I would prefer not to have to post issues on Sage City but it seems like this is the only way to get their attention.

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444


Original Message:
Sent: 05-04-2020 08:44
From: Bernie Lehman
Subject: Scanco

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates

I didn't know either! I just signed up. But really, who can blame us? There have been SO many websites over the years. It's like musical chairs. But not as fun. Thank you, @Kevin Moyes!​

------------------------------
Karen O'Lane
Accounting Systems, Inc. (ASI)
Fresno CA
803.252.6154 x242
559.577.4142
90 Minds Treasurer
------------------------------

Original Message:
Sent: 05-05-2020 13:47
From: Beth Bowers
Subject: Scanco

Dang it, didn't know this existed, @Kevin Moyes.  I am feeling dunce-like now.​

------------------------------
Beth Bowers
Mom to Samson, Peanut, ChiChi, Canton, Cagney and Daisy (NO Oxford comma - shriek!)
Beth Bowers
269-445-1625
------------------------------


Original Message:
Sent: 05-05-2020 13:41
From: Kevin Moyes
Subject: Scanco

If you want to call out Sage, but not in a place customers / prospects can see, do that in the Partners section of Sage City:
https://www.sagecity.com/support_communities/sage_partners/f

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON


Original Message:
Sent: 05-05-2020 12:20
From: Jeff Schwenk
Subject: Scanco

@Robert Wood, @Karen O'Lane​​​​

It would be a nice 90M membership benefit if we had a high level tech support liaison at the affiliates that we could phone/email for issues like this.  Scanco certainly is working through some issues lately.  And since Sage is an affiliate sponsor, it would be nice to have a hot line with them as well (and perhaps a seat at the BPAC table).  I submitted a PR issue in early March and it is still pending.  I would prefer not to have to post issues on Sage City but it seems like this is the only way to get their attention.

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444


Original Message:
Sent: 05-04-2020 08:44
From: Bernie Lehman
Subject: Scanco

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates

@Jeff Schwenk we do sort of have a hotline with Sage between the Mod Squad (which was featured at MotM 2020) and the relationship we have formed with Diane Coffman and her team.​

I have let Cody know that it might benefit both sides if we had a technical liaison. I'm also glad to use whatever connections I have to help anyone who is having trouble. 

------------------------------
Robert Wood
DDF Consulting Group, Inc.
Ocala FL
352-615-5898
------------------------------

Original Message:
Sent: 05-05-2020 12:20
From: Jeff Schwenk
Subject: Scanco

@Robert Wood, @Karen O'Lane​​​​

It would be a nice 90M membership benefit if we had a high level tech support liaison at the affiliates that we could phone/email for issues like this.  Scanco certainly is working through some issues lately.  And since Sage is an affiliate sponsor, it would be nice to have a hot line with them as well (and perhaps a seat at the BPAC table).  I submitted a PR issue in early March and it is still pending.  I would prefer not to have to post issues on Sage City but it seems like this is the only way to get their attention.

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------


Original Message:
Sent: 05-04-2020 08:44
From: Bernie Lehman
Subject: Scanco

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates

If any of you have specific incidents you're willing to have me bring up with Scanco, feel free to email me at robertw@ddfcgi.com and I will discuss them with Cody.

------------------------------
Robert Wood
DDF Consulting Group, Inc.
Ocala FL
352-615-5898
------------------------------

Original Message:
Sent: 05-04-2020 08:44
From: Bernie Lehman
Subject: Scanco

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates
------------------------------

@Kevin Moyes - I was unaware as well so I jumped on the band wagon and joined up as well.  From ​the dearth of posts, it looks like this is another Sage deserted island.  But I did post a comment and will see if there is any response to my SOS flare.  My heart will go on.................

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------

Original Message:
Sent: 05-05-2020 14:43
From: Robert Wood
Subject: Scanco

If any of you have specific incidents you're willing to have me bring up with Scanco, feel free to email me at robertw@ddfcgi.com and I will discuss them with Cody.

------------------------------
Robert Wood
DDF Consulting Group, Inc.
Ocala FL
352-615-5898
------------------------------


Original Message:
Sent: 05-04-2020 08:44
From: Bernie Lehman
Subject: Scanco

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates

I don't think Sage has ever promoted / advertised the Partners section, but I found it when looking for an appropriate area of SC to give some candid feedback over the repeated Partner Portal outages a couple years ago.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
------------------------------

Original Message:
Sent: 05-05-2020 15:29
From: Jeff Schwenk
Subject: Scanco

@Kevin Moyes - I was unaware as well so I jumped on the band wagon and joined up as well.  From ​the dearth of posts, it looks like this is another Sage deserted island.  But I did post a comment and will see if there is any response to my SOS flare.  My heart will go on.................

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------


Original Message:
Sent: 05-05-2020 14:43
From: Robert Wood
Subject: Scanco

If any of you have specific incidents you're willing to have me bring up with Scanco, feel free to email me at robertw@ddfcgi.com and I will discuss them with Cody.

------------------------------
Robert Wood
DDF Consulting Group, Inc.
Ocala FL
352-615-5898


Original Message:
Sent: 05-04-2020 08:44
From: Bernie Lehman
Subject: Scanco

We have noticed this as well.  Scanco support has never been very good but they have fallen off the face of the earth in 2020.  Growing pains, constant shuffling of staff, new CRM software - there is always an excuse.  I think poor customer service is the accepted norm at Scanco - I know that's harsh but that's been our experience with multiple clients.

------------------------------
Bernie Lehman
Lehman Wesley & Associates

I am struggling with Sage and just about every ISV we use. Response times are terrible. Correct answers are hard to come by. Everything seems to get escalated in to oblivion. I hope this trend is due to growth and the strange times we live in, but I am afraid that turnover and talent bleed is also a major factor. Scanco has actually been very responsive. I have found with many vendors that sometimes I get the best results by asking to speak to someone other than my primary contact. Either i get somebody different or the original party reacts (like a defensive mechanism)!

------------------------------
Jim Fuller
Velosio LLC
------------------------------

There are definitely ISVs I won’t touch. Period. And there are quite a few I have great experiences with.

And, sadly, some are almost sole source so I feel stuck using/recommending them.

Need to start a quarterly or semi-annual survey that anonymously surveys consultants and rates ISVs.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
---------------------------------



Original Message:
Sent: 05-05-2020
From: Jim Fuller
Subject: RE: Scanco

I am struggling with Sage and just about every ISV we use. Response times are terrible. Correct answers are hard to come by. Everything seems to get escalated in to oblivion. I hope this trend is due to growth and the strange times we live in, but I am afraid that turnover and talent bleed is also a major factor. Scanco has actually been very responsive. I have found with many vendors that sometimes I get the best results by asking to speak to someone other than my primary contact. Either i get somebody different or the original party reacts (like a defensive mechanism)!

------------------------------
Jim Fuller
Velosio LLC
------------------------------

Does Sage rate the ISVs it does business with?  Are there standards that need to be met?  For example, good tech support experience, product quality, timely released upgrades,  etc.  Standards in addition to technical know how.

------------------------------
Doug Higgs
Midwest Commerce Solutions, Inc
(312) 315-0960
Assistant to the Traveling Secretary
------------------------------

Original Message:
Sent: 05-05-2020 21:38
From: Wayne Schulz
Subject: Scanco

There are definitely ISVs I won't touch. Period. And there are quite a few I have great experiences with.

And, sadly, some are almost sole source so I feel stuck using/recommending them.

Need to start a quarterly or semi-annual survey that anonymously surveys consultants and rates ISVs.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
---------------------------------




Original Message:
Sent: 05-05-2020
From: Jim Fuller
Subject: RE: Scanco

I am struggling with Sage and just about every ISV we use. Response times are terrible. Correct answers are hard to come by. Everything seems to get escalated in to oblivion. I hope this trend is due to growth and the strange times we live in, but I am afraid that turnover and talent bleed is also a major factor. Scanco has actually been very responsive. I have found with many vendors that sometimes I get the best results by asking to speak to someone other than my primary contact. Either i get somebody different or the original party reacts (like a defensive mechanism)!

------------------------------
Jim Fuller
Velosio LLC
------------------------------

@Wayne Schulz - Interesting thought regarding ISV's.  Perhaps this could be part of an annual awards program by 90M ​??  Emmy's, Oscars, Grammies, and The 90M Founders awards!  Categories could include a "Spirit" (90M member best exemplifying the mission of the Minds), "MD" (master developer most innovative  and responsive), the "Sage" (Sage employee exhibiting outstanding character) and the "GEM" (An open category award for one Going the Extra Mile)  Worth some serious thinking.

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------

Original Message:
Sent: 05-05-2020 22:38
From: Doug Higgs
Subject: Scanco

Does Sage rate the ISVs it does business with?  Are there standards that need to be met?  For example, good tech support experience, product quality, timely released upgrades,  etc.  Standards in addition to technical know how.

------------------------------
Doug Higgs
Midwest Commerce Solutions, Inc
(312) 315-0960
Assistant to the Traveling Secretary
------------------------------


Original Message:
Sent: 05-05-2020 21:38
From: Wayne Schulz
Subject: Scanco

There are definitely ISVs I won't touch. Period. And there are quite a few I have great experiences with.

And, sadly, some are almost sole source so I feel stuck using/recommending them.

Need to start a quarterly or semi-annual survey that anonymously surveys consultants and rates ISVs.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990


Original Message:
Sent: 05-05-2020
From: Jim Fuller
Subject: RE: Scanco

I am struggling with Sage and just about every ISV we use. Response times are terrible. Correct answers are hard to come by. Everything seems to get escalated in to oblivion. I hope this trend is due to growth and the strange times we live in, but I am afraid that turnover and talent bleed is also a major factor. Scanco has actually been very responsive. I have found with many vendors that sometimes I get the best results by asking to speak to someone other than my primary contact. Either i get somebody different or the original party reacts (like a defensive mechanism)!

------------------------------
Jim Fuller
Velosio LLC

It's not a new concept through the concept of who does it and should they get paid is one which sends everyone scurrying. If you want to take it on for free I say jump in outside the group and send around some surveys. It's probably easier for someone not affiliated with a BPAC member to do.

------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
------------------------------

Original Message:
Sent: 05-06-2020 08:48
From: Jeff Schwenk
Subject: Scanco

@Wayne Schulz - Interesting thought regarding ISV's.  Perhaps this could be part of an annual awards program by 90M ​??  Emmy's, Oscars, Grammies, and The 90M Founders awards!  Categories could include a "Spirit" (90M member best exemplifying the mission of the Minds), "MD" (master developer most innovative  and responsive), the "Sage" (Sage employee exhibiting outstanding character) and the "GEM" (An open category award for one Going the Extra Mile)  Worth some serious thinking.

------------------------------
Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
------------------------------


Original Message:
Sent: 05-05-2020 22:38
From: Doug Higgs
Subject: Scanco

Does Sage rate the ISVs it does business with?  Are there standards that need to be met?  For example, good tech support experience, product quality, timely released upgrades,  etc.  Standards in addition to technical know how.

------------------------------
Doug Higgs
Midwest Commerce Solutions, Inc
(312) 315-0960
Assistant to the Traveling Secretary


Original Message:
Sent: 05-05-2020 21:38
From: Wayne Schulz
Subject: Scanco

There are definitely ISVs I won't touch. Period. And there are quite a few I have great experiences with.

And, sadly, some are almost sole source so I feel stuck using/recommending them.

Need to start a quarterly or semi-annual survey that anonymously surveys consultants and rates ISVs.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990


Original Message:
Sent: 05-05-2020
From: Jim Fuller
Subject: RE: Scanco

I am struggling with Sage and just about every ISV we use. Response times are terrible. Correct answers are hard to come by. Everything seems to get escalated in to oblivion. I hope this trend is due to growth and the strange times we live in, but I am afraid that turnover and talent bleed is also a major factor. Scanco has actually been very responsive. I have found with many vendors that sometimes I get the best results by asking to speak to someone other than my primary contact. Either i get somebody different or the original party reacts (like a defensive mechanism)!

------------------------------
Jim Fuller
Velosio LLC