Today's SME businesses demand long-term, sustainable benefits from mission-critical software such as accounting and payroll solutions. To meet this demand, accounting software specialist Pastel Software has introduced a comprehensive, value-adding support programme known as Pastel Cover.
The programme provides telephone and e-mail support, ongoing software upgrades and updates and a host of additional services in return for an annual fee.
"This is a move entirely in line with international trends," says Terry Kier, managing director of Pastel Software, a Softline company. "The Pastel Cover annuity revenue model replaces our existing upgrade model and is priced at the same levels."
Kier believes that there will be wide acceptance of the Pastel Cover model because it is based on a new support and services infrastructure that will ensure satisfaction for users and provide peace of mind.
"Before launching Pastel Cover we consulted widely with our channel partners and users. A compelling business case emerged to support the Cover programme as the way to move forward in the best interests of all concerned."
Pastel research into its business base reveals that users first and foremost want added value in the form of services, support and reliability. "In other words, they value peace of mind above all else when they buy an accounting software solution," says Kier.
"This is what the Pastel Cover option is all about. It provides users with a comfort zone, a form of insurance, on their accounting software solution. The full and correct use and application of this software is becoming more and more critical to success in a business environment increasingly dominated by technology and speed. "
Pastel has more than 40 000 customers on old versions of its software. Many do not have support contracts. "We receive large numbers of calls relating to these old versions, which means that many unsupported users have been getting free support to the disadvantage of paying users," says Kier. "The cost of supporting non-paying users also impacts on our capacity to implement product and system improvements.
"So it made sense to invest in call centre and Resolve CRM software as well as new switchboard technology to ensure non-paying users no longer receive free first-line support services or negatively impact on the service levels we provide to contracted customers. It follows that we can now significantly improve services to paying users."
Kier sees many benefits accruing from the Pastel Cover option, including the creation of a mature, sustainable business model, close working relationships with customers and channel partners, economies of scale, improved service levels, satisfied customers and a more accurate database.
With Pastel Cover, users will have an identification pin number for services and access to Pastel's on-line "Customer Zone". In the zone, thanks to the Resolve CRM software, customers will be able to view and track related or similar support needs or incidents and their progression. They can also download maintenance releases and access knowledge base topics, tips and short-cuts.
Users will not be able to buy upgrades from 1 September. A user on Pastel Accounting V6 has two options - stay with V6 or choose to take up the annual Pastel Cover package, in which case a free upgrade to V7 when it is released is automatic. As long as the contract is annually renewed all future versions are included. Pastel will also now only provide support for one version back from the most current version. Therefore users of V6 who do not opt for the Pastel Cover package will only be supported until V8 is released.
"There are significant advantages to always be able to use the latest version of a mission-critical tool like accounting software. Companies can exploit technology to the maximum in streamlining their business processes. From one version to the next there can be many efficiency-boosting enhancements and new business tools," concludes Kier.
Note to editors: Pastel Software is South Africa's largest accounting and payroll software developer. A company in the JSE-listed Softline Limited group, Pastel has for more than a decade exported products to Africa, Europe, the US, Australia and Asia. Accounting software programs from Pastel are used by more than 150 000 companies operating in 40 countries.
Share
Editorial contacts