1. Ongoing support

We are committed to lasting relationships with all customers.

During the initial implementation and training, each system is individually configured to meet the specific needs of each client.

After implementation support staff provide direct support as and when necessary, including secure remote connectivity. This access greatly increases efficiency and speed of issue resolution.

All support centre activity is carefully and comprehensively logged.

Our consultancy staff are recruited directly from the industries our clients operate in. Our consultants have vast amounts of relevant experience in the business processes of our clients and this knowledge is directly applied to maintaining and improving the day-to-day operation.

Ongoing support includes unlimited phone or email assistance from the support centre as well as free (approximately annual) software upgrades.

We pledge “First Call” assistance for any I.T. problem. Whether related to Orion or not we will take the call.

We have offices and staff based in Auckland, Sydney and Christchurch plus additional consultancy resources in several other places throughout New Zealand and Australia.

2. Ongoing Development / System Evolution

Annual software updates are delivered to our entire network. These are considered part of the support cost and are not separately charged.

Every client and user is able to suggest improvements and additions to our systems. These are reviewed and prioritised, then incorporated into the software as and when time and resources allow.

The company is absolutely committed to this on-going improvement. It creates the major point of difference between the functionality of our software and competitors.

Some custom development is also undertaken from time to time for very specific or unique requirements. This sort of development is generally separately chargeable on a time and materials basis.

3. Vendor Track Record

Orion is designed and built by SAM Computer Systems Ltd. SAM is a division of TSI Group, New Zealand's pre-eminent provider of software to the automotive industry with 35 years of proven delivery.

Over 10,000 automotive industry people use TSI Group software on a daily basis.

Over 3000 TSI system implementations have been completed throughout New Zealand, Australasia and over 25 countries world-wide.

4. Technology Platform

SAM Computer Systems primarily develops software in Clarion, a fully OOP, made-for-business platform that allows very rapid and efficient development.

Speed and accuracy are particularly important to us and being “nimble” is the key to development success. Clarion is very well supported by its supplier, further improving access and speed of delivery of new technologies as they become available.

The software is 100% genuine Windows compatible with all the features, short cuts and functions that users familiar with Windows will expect.

Orion is also available under a Software-as-a-Service (SaaS) model hosted by TSI Group's purpose built virtualised server hosting facility. TSI Group exclusively uses IBM hardware in the hosting facility.

5. References

Regardless of business size, scope and structure, we will have several similar, if not identical, clients to whom you can be directed as references.

We are extremely proud of our reputation. We guarantee to do whatever is necessary to get your system successfully up and running.

Our undertaking and our promise is to get your system right. 

Software Installation Advice

Most managers agree that software systems are essential for the smooth operation of business and implementing the right solution will create gains in efficiency, productivity, cost savings and increased staff job satisfaction.

It isn’t just about the software
Bad software installations, cost over-runs and project failures are all too common. These are typically caused by either choosing the wrong system or having the right system but ruining the implementation with poor project management.

Relationships – in for the long run
When choosing an I.T. vendor it is wise to remember that the relationship will last at least 5 years and probably 10 or more..... so it is crucial that all aspects are considered in depth.

Selecting the correct system is, in itself, only part of the answer. A great system badly supported will probably be a disaster. Brilliant support can turn a mediocre system into a winner. The trick is finding that perfect combination of a great system and a business partner willing to grow with and support your operation.

Experienced I.T. buyers always consider the following when selecting systems:

Ongoing support

1. What support resources are available?
2. What is included with / excluded from ongoing support?

Ongoing development / System evolution

1. Is the vendor committed to improving / enhancing the system?
2. What is the track record of delivering change?
3. Are updates / upgrades chargeable or part of support agreement?
4. Is the vendor committed to my future and evolving with me?

Vendor track record

1. How many installations overall?
2. How many similar to yours?
3. Number of years in market and market presence?

Technology platform

1. Modern software development platform(s) used?
2. Why are these selected/used?
3. Is the technology relevant and modern (e.g. genuine Windows)?
4. Will the technology evolve/improve over time (if it doesn’t the solution can hardly be expected to)?

References

1. What do existing customers say about the system and support?
2. What other options were considered and why were these eliminated?