06-21-2017 07:39 AM
Can someone explain why I pay for ACT and get zero support, no users or administrators manual and keep getting pushed off to 3rd party companies for support. These company are not specifically ACT ONLY people and many I have spoken too have tried to switch me to a different CRM.
I would like some real support from ACT! this third party force is probably going to lose customers.
If someone can direct me to a manual I would appreciate it.
DO NOT SEND ME A LINK TO BUY A BOOK!!!!
It really strikes me as odd that the company wont or cant support its own software.
06-22-2017 03:38 AM
If you're paying for an Act! subscription, then you should certainly be receiving support. We offer technical support for subscribers and those with support contracts via phone, web ticket, email and web chat. You can find all our contact info here to get a support session started.
If you are sure you are a subscriber, and have been denied support, please send me a PM with your account number and I'll find out what's going on.
As far as written manuals and instruction goes, Act! has a built in user manual. Just hit F1 while in the software and you'll be presented with the manual for the particular area of the software you're currently looking at.
We also have thousands of Knowledgebase articles on best practices and setup procedures: http://kb.act.com
There are curated guides for common "Getting started" activities available on the Resources section of our website: https://www.act.com/resources/getting-started
Other feature-specific guides can be found here: https://www.act.com/resources/documentation
If videos are your thing, then we have a number of libraries on particular topics, as well as feature tour videos for the main program features:
Lastly, I know you don't want a link to buy a book, but forgive me for posting these, as others might not know about them:
We have user workbooks for training and administration purposes, as well as detailed setup manuals available to buy here. There are also available in other languages.
I hope this information is useful.
06-22-2017 05:16 AM
06-22-2017 05:40 AM
I think you might have misunderstood the statement on the thread you mention. The statement "Effective 6/1/13, Sage no longers provides support for the Act! software" is meant to convey that since Sage no longer own the Act! brand and products, they do not provide the support any more. Support for Act! is now managed by Swiftpage who are the current owners of Act! since February 2013.
I've amended this statement to avoid future confusion.
When it comes to Swiftpage technical support, we can help you out with the following kinds of questions:
The more specific your questions are, the better we can help.
For questions in the style of high-level best practices (i.e. deployment types in your individual scenario), database design and data processing, we may redirect you to our network of Act! Certified Consultants who can provide a more personalised support service to you to meet your companies needs.
For more detailed information on exactly what we can support you with, please check out our Scope of Services document.
06-22-2017 06:41 AM
I know that it costs money to have an ACC help you but I believe you would benefit from having a visit from a local ACC who could give you a 1 to 1 on how to achieve what you are looking to get from the product and practically guide you on how to do it so you end up with the changes you want and the knowledge you need to progress going forward. It is a relatively small investment when weighed against the benefit of getting the full potential of the product and the efficiency and saved time it can give.
You don't have to agree with my comments but my experience is that with any software some hands on training is worth hours of reading manuals or looking up the internet although they all have their place. Hope you get what you want out of the product and wish you well.
06-22-2017 07:43 AM - edited 06-22-2017 07:45 AM
I still feel that it is not a good business practice to NOT supply user manuals and complete guides to ACT Customers. I used ACT back in the late 90's and it came with a basic manual that walked you through a lot of the items.
I do believe that a third party company can assist in setting up the software to do what we want, I am sure they can do it faster and perhaps more effectively. I am a DIY type of person and if supplied a full manual I usually can figure it out enough to get the foundation I want and need. If I ended up over my head then I can reach out for additional assistance.
I feel that they do not provide manuals to generate revenue for themselves and for the "partners" - 2 of their partners recommended I change from ACT to salesforce. That really made me wonder why in the world that ACT would be using these companies when it seems that it may end up costing them more in the long run. It seem counter intuitive to use people you cant control or manage to manage your product when they specialize in many other products that do the same thing and they are not just "support" companies they are also "sales" companies for multiple products that do the same of similar. They are simply going to steer the individuals that they are working with to do what is most beneficial financially to their company not the ACT user or ACT.
At the end of the day all I would like is to be provided the manuals to make adjustments to templates and how and what fields can be made into reports, creating reports and finding less cumbersome ways to do the things we need to do. I would like to find a way to use the integrated quoting tool and it not look like a kindergartener put the quote template together and NOT pay another fee or purchase another 3rd party software. I am sure there has to be a manual that covers the core - all the features and how to utilize them - how to properly make a quote template that stays together and the ability to add a column to the quote template that hold an in depth product description. a way to allow for more text to be added to the product description.
I was just sent a link to a manual to purchase "end users manual" for 50.00 but who know if it even covers all or any of the items I want and need, then will I be directed to purchase another manual? Every product or service I have EVER PURCHASED obtaining manuals never have carried additional costs over and above my subscription. Administrators guides or and more in depth sure - but the day to day stuff NEVER. It just seems instead of customer care its customer pay. If that's the way I treated my clients or the way my clients felt after or while doing business with me I would have to reconsider what steps we are taking as a business. Business is grown faster by referrals than cold call marketing every time. Based on my experience so far how could I give a referral? I don't think a user manual / owners guide on how to make the tools effective, basic set up and practices for fields. Building reports and explanation of integrated reports is out of line.
Any way - I will continue my quest for information and try to get this all figured out. I don't want to switch software, I want to make what we are using work correctly. Perhaps since swiftpage / ACT does not in my experience give support as the 2 times I have called I did not get any and was told that I needed to use the knowledge base, check the community or use a partner, I may have to explore using a ACT partner, I can assure you I will not be using the 2 I have had contact with already as I feel that they lack integrity. trying to sell me a competitive tool is insane!
Anyway thanks for the feedback.
09-24-2017 01:26 PM - edited 09-25-2017 11:45 AM
I have been calling Act! Tech Support for many, many months. It does require me to call when there is availability of tech supt staff, but when I was trying to get the "Secure Server" installed such that we could link to Outlook, I called nearly everyday for 19 days. We finally got the issue resolved, and it's been working link a charm since (at least for access to the system over Windows Mobile Phones. We use APFW and have just recently added three new users, and the tutorials are great (you'll find the videos on the Welcome Page).
As for the third party issues, I too am a serious DIY'er guy. I pulled the server hosting away from the 3rd party and installed it on our own server. Recently, I cloned the disk to an SSD Drive and now we are adding thousands more records, working with VA's to update our contract records. The Browser based app is very stable, and it doesn't matter where you are on the globe.
There are things I would like it to do more easily (e.g. let me make a shortcut button in the Task Menu Bar (e.g. so I can quickly click to see "Tasks", to integrate to Skype or Google Voice to use as an auto-dialer, but with quick Youtube availability, Swiftpage's own Tutorial videos readily accessible, the Knowledge Base and community, I've never feel like I don't have access to decent support.
09-25-2017 10:41 AM
All complete manuals are online for free.
Here is the complete guide to creating and changing layouts.
15332 Designing Layouts in Act! versions 2005 and later
In addition, here is the chapter how to work with custom opportunities
22157 How to Customize Opportunity User Fields