Q: A software system is a big investment. How do I know that Beckard Associates will be around long-term to support the system?

A: When selecting a vendor, it is important to know how long the company has been in business, how many customers are served, and how happy existing customers are with the company's support.

We have been in business for more than 10 years, serve dozens of customers, and continue to support our very first customers. Please see our case studies. We would be happy to introduce you to our clients - ask them about the service they receive from us. Also ask them, "Would you buy from Beckard again?"

Q: What kind of support do you offer clients? Is it provided by Beckard or by a third party?

A: Our clients receive support from our own well-trained support staff and never wait in support queues. Support is immediate - 95% of all issues are resolved while the customer is on the phone during the initial support calls.

Q: How are support issues resolved? Do you need to send a technician? Does this cost more?

A: Unlike most other vendors, we provide on-site support when required as part of our all-inclusive technical support agreement. However, we are able to resolve most issues through remote monitoring and diagnosis.

Q: Do you offer web-based training and support?

A: Web-based training and support is one very important part of our total training package. At Beckard, we believe that it is essential that our clients and their staff receive sufficient training to get maximum performance out of the system. That's why we tailor our training plans to meet specific needs of each client.

Q: What hardware do I need to use MasterWorks?

A: No matter what system you use, MasterWorks will integrate smoothly and easily - with no additional hardware investment required. A 'platform independent' system, MasterWorks is compatible with operating systems such as UNIX, RISC, and Windows NT. To ensure a smooth implementation, our professional technicians are at your service.

Q: Which department is MasterWorks designed for?

A: Because MasterWorks offers a wide breadth of applications within one suite, it has something for everyone in the organization - whether it be EDI for ordering, bar code scanning for warehouse or the executive information system for managers. What is important at the outset is to communicate with all departments, so that all stakeholders understand the benefits to their area and are committed to making the installation a success.

Q: How do I ensure then the software meets my unique requirements?

A: At the beginning of every project, we meet with management and staff to review current operations and functions. We the fine-tune our software to meet your business framework - designing new product codes and rebuilding existing databases before importing information to MasterWorks. This extra bit of customization allows each department to access the right information, in the right format for their needs.

Q: How do I prevent "gotchas" - functionality my organization expects that is not in the delivery scope?

A: Ask each key manager or department head to write down a list of required functionality, being as specific as possible. As part of the implementation planning, we will carefully review all requirements - prompting questions that you might have overlooked. With our many years of experience, we are able to clarify expectations in advance end ensure that your system meets or exceeds your expectations.

Q: When is it better to build your own solution rather than buy

A: There are more advantages compared to disadvantages in the "build vs. buy" argument. However, MasterWorks offers a solution that is better than either extreme. With built-in customization features, it allows you to fine-tune the system to meet your exact needs - without incurring the expense of a full custom implementation.