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Our Support

Our Support is based on the needs of the Management System users.

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The Help & Service Desk is responsible for providing guidance and support to our customers.

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Our concern is that users have maximum guidance and support when implementing the Management System.

 

We work with the objective of giving vision and direction to the user in the perfect use and operation of the System, always adapting and adapting the operations of both (Company and System).

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When a Company acquires an Integrated System (ERP) it is because it has detected the need to improve its operations and controls.

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Using the know-how of more than 20 years of experience at RAG Consultores in training, RAG Sistemas prepares and applies its Manuals, Handouts, Videos and other tools, always aimed at easy assimilation by the user.

 

The teaching and methods used are the most advanced, characterized by extremely simple language and handling.

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Our Help & Service Desk is offered in three means of communication:

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  • Booklets and manuals

  • Training Videos

  • Skype

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Training Videos

Step-by-step operation

Support via shared screen

Training Videos are a powerful tool for learning about the operation of the Management Systems.

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They assist the beginner User in understanding and implementing the System.

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The videos are developed by theme or area of the company and divided in such a way that they also serve to clarify specific doubts.

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They are placed in the Menu Bar on the Main Systems Screen.

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The User can watch them whenever and as many times as they want.

Manuals

Technical Roadmaps

The Manuals are always of a technical nature and present the configurations, formatting and standards for the various applications and/or peripherals used and approved by the Management System.

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Some Management System manuals:

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  • Barcode Reader Settings

  • Data Collector Settings and Operation

  • SQL Configuration Guide for Local Servers

  • Manuals for formatting Barcode Labels

  • Manuals for Using and Configuring NF-e and NFS-e

  • Biometric Reader Configuration and Use Manual.

Books:

Texts and illustrations

Suporte via Skype digitado

The Handouts are incorporated into the main screen (Menu Bar) of the Management Systems.

They are made by combining:

 

  • Simple language

  • Indexes and Footnotes

  • Nice layout

  • Texts alternating with figures

  • "PDF" format

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The format of these provides the consultation and search for "keywords", speeding up the process of answering the User's questions.

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The Apostlias are constantly updated, through the inclusion of new functionalities in the Management Systems.

Skype

Basic guidelines by typing

Support via Skype typed

The basic guidelines deal with small queries or operations. It is very important that the user knows that they should never be "stuck" with the implementation of the System, because of a doubt. The correct thing is that, as soon as this happens, he uses Skype and makes contact with us, avoiding interruptions in the implementation or use. This makes the operation increasingly dynamic and develops at the appropriate time. 

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Examples of Basic Guidelines:

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  • Client Typeat theCustomer base.

  • Why aSeller does not appear inBudget, to be selected?

  • How to build thePayment conditions?

  • How do I get oneEmployee appear onSupplier Registration?

Skype

Medium guidelines (spoken)

Medium guidelines deal with questions of medium complexity. In the same way as the basic guidelines, these should not be “left for later”. When you are operating and this arises, contact our support, check availability for spoken contact and request guidance. Therefore, they will be much more easily clarified and with a much greater degree of assimilation.

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Examples of Average Guidelines:

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  • What is the field for?Fixed Expenses and Variable Expensesat the "System Parameters"?

  • How should I distribute my vehicle expenses inChart of Accounts?

  • I need to know how theInventory control.

  • Why does it existBudget and Event Control? When should I post an expense toEvent Control?

  • How do IAccountability on oneTechnician?

Skype

Detailed Guidelines (spoken) with shared screens

Support via shared screen

We call Detailed Guidelines those of high complexity, that is, they will require knowledge of concepts inherent to the System and Business Administration.

To resolve these doubts, it is essential that the user shares their screen with one of our Customer Service Agents, so that the customer service agent can monitor and guide the operation when carrying out the operation. This method is the most efficient in assimilating the concept and only surpasses In-Person Instruction (in the classroom).

It is interesting that the user requests and schedules a time so that the attendant can dedicate himself exclusively to his case. Appointments are made and attended to within a maximum period of 36 hours.

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Examples of Detailed Guidelines:

 

  • What is the Cost Center for?

  • I would like to understand the General Summary Screen (Job) in Event Control.

  • How are Commissions calculated in the “Commissions on Net” modality?

  • What is the Operating Profit Report for?

Contact

Contact our Help & Service Desk for more information.

 

If you prefer, you can contact our Ombudsman.

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