Support: CAST Aurora software
CAST Annual Support Suite
It is designed to ensure that companies using our product
solutions obtain maximum benefit and productivity from their
Kevin Smith, Project Manager of GIST Ltd. commented:
"The support is excellent, there is always someone available to
help. Also, Barloworld Supply Chain Software maintains contact with
us through regular information and the annual User Forum. They
haven't just sold the software and walked away."
The full list of benefits for customers joining or renewing
support is as follows:
- New releases of CAST
- Service packs/upgrades
- Telephone support
- On-site support (where found to be necessary to resolve a
- GOLD service (eSupport, eLicensing, eData, eBulletin,
- Preferential rates for training, mentoring and consultancy
- Discounts for additional CAST licences
- Attendance at the annual User Forum
- Access to monthly webinars
- Reduced daily rate against dedicated training / mentoring /
- Free mentoring day for every 10 days mentoring purchased
N.B. Where on-site training/mentoring/consultancy is provided,
Barloworld Supply Chain Software reserves the right to charge for
Mentoring is particularly useful when a new CAST user undertakes
his/her first project following initial training as it enables them
to get the benefit of on-the-job skills transfer from an
experienced Barloworld Supply Chain Software consultant.
Typically the mentoring happens at key stages during a supply
chain network planning project. It may involve one or two days at
each stage of the project - project formulation, data gathering,
base case modelling, scenario modelling and reporting phases, for
example. However, it is not the place of the consultant to
undertake all the work during these stages. Advice, skills transfer
and the advantage of many years modelling practice are the key
benefits in this process. In the long run, good advice often saves
time and effort that may have been misspent due to
After an initial project or two with a number of mentoring days
spread throughout, it should not be necessary to take mentoring for
subsequent projects. Some clients call upon Barloworld Supply Chain
Software to mentor a project when they find themselves working in
an industry sector or part of the world where they have little or
no knowledge. Often a Barloworld Supply Chain Software consultant
can bring their expertise to the project given the diverse range of
Barloworld Supply Chain Software has provided mentoring services
for over a decade - generally this has involved a consultant
working on-site with a client to support supply chain network
modelling at key stages during a project. Although this has worked
well, it has been necessary for our consultant to travel to work
with the customer at each stage of the project incurring travelling
time and expenses.
Remote mentoring offers assistance with a live project without
the need for a Barloworld Supply Chain Software consultant to
travel to the user. It is used in small amounts, probably 1 - 4
hours at a time. Most of the interaction is carried out by
telephone although email and other communication technologies may
be utilised, as appropriate.
In the early stages of a project advice is often useful when
specifying the data that needs to be collected. There is also much
to be gained by looking in detail at the construction of the model
and help is useful when interpreting the results. An hour or two of
assistance at the outset could save hours - or even days - of
Remote mentoring is available on an hourly basis whereas on-site
mentoring can only be bought in whole days.
Barloworld Supply Chain Software offers a Remote Mentoring Pack
(RMP) providing up to 20 hours mentoring. Please contact your local
Barloworld Supply Chain Software office for details.
GOLD (global on-line delivery) Service is a suite of
Internet-based services for CAST users in the CAST Support Suite.
Access is controlled by a username/password combination and it is
possible to set up a hierarchy for reporting within a company.
GOLD Service facilitates a number of operational functions and
in addition to the existing services, Barloworld Supply Chain
Software has implemented some extra features:
- eLicensing - software licensing system
- eSupport - support management system
- eMentoring - a booking facility for Remote Mentoring
- eData - facility to send/receive data or CAST projects to/from
anyone in Barloworld Supply Chain Software
eLicensing is an innovative technology enabling software
licences to be claimed and relinquished via Barloworld Supply Chain
Software's secure Internet service.
Features of eLicensing include:
- Flexibility - With no physical licence key, users across
different countries, continents and globally can share CAST
licences without the need to ship a dongle back and forth. Users
are able to claim and relinquish licences from within CAST, via
GOLD Service or by telephoning the Barloworld Supply Chain Software
- Increased Productivity - This technology allows any user to
claim or relinquish a licence from their company's licence pool at
any time, anywhere in the world. This can facilitate around the
clock usage (24/7) of licences (across different time zones),
increasing productivity from investing in CAST.
- Traceability - For companies with multiple licences, eLicensing
allows management to view the current, real-time availability and
utilisation of licences.
- Protection - A client's investment in the CAST software is
protected by securing the software against improper or illegal
- Through eLicensing customers are able to maximise on the
investment they have made in our software and Barloworld Supply
Chain Software benefits from automated management of software
licences and reduced administration. In addition we are now in a
position to be even more responsive to users' requirements.
eSupport enables users to enter support requests onto a
dedicated, secure website.
Notification is secured by a support tag that uniquely
identifies the support enquiry. This automatically notifies
Barloworld Supply Chain Software of the user's request. At the same
time, the client is advised that Barloworld Supply Chain Software
has received and is handling their query.
Clients without Internet access can still call Barloworld Supply
Chain Software and their support request is then logged. This
process builds a valuable knowledge base of support logged per
company which can be accessed at a later date by both Barloworld
Supply Chain Software and the user.
eSupport provides many benefits for users in the speed, quality
and tracking of support calls within a secure environment.
Barloworld SCS User Forums
Barloworld Supply Chain Software is committed to maintaining
close contact with its global user base. We acknowledge that by
communicating regularly with our users, we get to learn quickly of
any problems they are experiencing and can act swiftly to resolve
these issues. We also value input from our users on future
functionality of our software and on new products & services
believing that satisfied users will continue to use Barloworld
Supply Chain Software and recommend us to their contacts in years
The User Forum gives a formal structure for Barloworld Supply
Chain Software to meet with our users and for those users to meet
with each other. Of course, there are also informal occasions
throughout the year for such meetings to take place.
In addition, the User Forum provides an opportunity for users to
benefit from additional training, discuss common issues and review
the future direction of our global supply chain modelling.
The meeting is free to users who participate in the annual CAST
Support Suite. Other users, and prospective users, are welcome to
attend on payment of a registration fee.