To those who attended the 1998 ECSI User's Conference, a big Thank You! for your participation and your support. The conference is a time to share ideas. It is a chance for ECSI to present some of our ideas and to collect your ideas and opinions. It is great to see everyone once a year but maybe once a year isn't enough.
One suggestion that came up frequently during the conference was to enhance communications with our clients. The message was "loud and clear" and we assure you that you've been heard. We've spent the time since the conference discussing ways to address your concerns. This letter is intended to outline some of the progress we've made.
We've decided to begin publishing a newsletter to keep you informed of issues that are relevant. The newsletter should be appearing sometime in June. The first few issues will be a growing phase for us. We want your comments and suggestions. Have an idea for an article? Would you be willing to write one? Send your suggestions to Admin@ecsi.net.
Anyone who looked at our web site in the past knows that it was just a few pages from our sales literature. Well, we decided to join the 90's. The web site was completely redesigned. The sales information is still there but now there are many more sections. Now we have a vehicle to give you the information that you need. The Technology section will be full of useful information about SAL, printers, networking, PC setup and configuration and much more. The Links section contains all the Y2k information promised at the conference plus some extra pages. The Sitemap and Help pages will guide you through the site so you get the most out of the web services.
In the Technology section of our web site you'll see our new beta program. Today it is a new area for us and is somewhat immature. We want it to grow into a powerful tool to help us serve you better. As we progress, it will provide better quality in all the products and services you've used in the past, present and future.
One thing to note, the beta program doesn't just apply to SAL. In fact, SAL isn't even the first project on our beta list. Beta test our new web site! Surf around, kick the tires. If you find something you don't like, speak up. If there's something you think doesn't belong here, tell us. If you don't see something you feel you need, ask. This isn't my site, it is our site.
And, we're not done -- we've just started! Our web site is just one of the platforms for communicating with our clients. We are preparing or reviewing other communication tools leveraged on existing Internet technologies. A new bulletin board (or conferencing) package is in the final stages of pre-release testing (anyone interested in being a beta tester?). We are evaluating additional ideas to enhance our communications capabilities. These tools and technologies will enable you to communicate with us and each other. Hopefully we will all benefit from our shared knowledge.
On a different subject, we have selected a new HelpDesk application, Bridge97. It is produced by Pittsburgh-based Kemma Software. The software looked promising so we attempted a limited deployment in May as a test. Our testing was successful. During June, we will be bringing each department within our company on-line. By July 1, 1998, the application will be on every desk in ECSI. Using a helpdesk application will help us ensure timely communication, track problems, identify trends and hopefully become pro-active to certain types of problems.
We hope you like the steps ECSI is taking. Let us assure you that this isn't just a 'one-shot-deal'. As an organization, we've made a commitment to continue enhancing our customer service, and the commitment comes from every department within ECSI. From the person who answers the phone to the president of the company, we will all be spending a substantial portion of our time and effort to ensure that the quality of our products and services is second to none -- you shouldn't expect any less.