Support: CAST

CAST Annual Support Suite

The CAST Support Suite is unique in the software industry. It is designed to ensure that companies using our product solutions obtain maximum benefit and productivity from their investment. As technology advances and our user base grows - so the demands for our support evolve. The services provided are therefore reviewed each year to ensure that users are provided with the level of support that they require.

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."

Support Programme

The full list of benefits for customers joining or renewing support is as follows:

• New releases of CAST
• Service packs/upgrades made available in GOLD Service
• Telephone support
• On-site support (where found to be necessary to resolve a problem)
• GOLD service (eSupport, eLicensing, eData, eBulletin, etc.)

Discounts available:

• Preferential rates for training, mentoring and consultancy
• Up to 60% discount for additional CAST licences (includes an additional 2% per year of completed membership)

Other benefits:

• Access to the Accreditation programme (bronze and silver levels free of charge)
• Attendance at the annual User Forum (increase to 2 free places per licence, maximum of 6)
• Free on-line training tutorials - quantity depends on number of licences held
• (1 licence x6; 2-5 licences x8; 6-10 licences x10; 10 or more licences x12)
• Reduced daily rate against dedicated training / mentoring / consultancy
• Free Inventory management / Modelling workshop
• 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 expenses incurred.

Accreditation programme

The new accreditation programme has been launched. This will provide an easy and recognisable method of gaining the following accreditation levels- level 1, bronze, silver and gold.

An increasing number of companies are offering supply chain network modelling services with CAST to the marketplace, as the software gains in popularity. To help companies requiring modelling services differentiate between novice and experienced users, Barloworld Supply Chain Software offers this accreditation programme.

The CAST accreditation programme provides a formal standard within the supply chain profession that enables CAST users to illustrate their levels of expertise in using the software. Within companies, this 'standard' can be used very effectively to measure the personal development of teams working with CAST.

In the logistics marketplace, organisations who are looking to purchase modelling services will be able to use accreditation levels as one measure in the comparison of potential suppliers. Logistics contractors and consultants will be able to promote their excellence in supply chain modelling to prospective clients.

Operating on four levels, the accreditation programme is available to all Support customers. All accreditations are dated and records maintained by Barloworld Supply Chain Software.

Confirmation of accreditation

If asked by a third party to verify any level of accreditation, Barloworld Supply Chain Software will confirm the date on which the level was achieved and the version of the software that was used. No other information will be divulged.

Mentoring

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 inexperience.

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 experience in-house.

Remote Mentoring

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 wasted effort.

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 Service

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.

Originally launched in 2001, GOLD Service is a superb example of how Barloworld Supply Chain Software has used the Internet to revolutionise software licensing and customer support. At the end of the 1990s with the increase in remote users, and new technology emerging that was globally accessible by anyone, we recognised there was a need for new systems to be in place to support our business and customer base.

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
• eBulletin - bulletin board for Barloworld Supply Chain Software to post messages to users
• eMentoring - a booking facility for Remote Mentoring
• eData - facility to send/receive data or CAST projects to/from anyone in Barloworld Supply Chain Software

Barloworld Supply Chain Software is continually developing GOLD Service to offer more to our customers. Our data centre, for example, allows large confidential project data to be transferred between users and consultants within a secure environment.

GOLD Service provides a very strong business platform that allows Barloworld Supply Chain Software to operate as a global player. By innovative use of the Internet we are constantly improving the service we offer to our customers. In turn, our users are able to realise greater returns on their investment in our solutions.

eLicensing

Launched in 2001, eLicensing is innovative technology enabling software licences to be claimed and relinquished via Barloworld Supply Chain Software's secure Internet service.

eLicensing was developed by our in-house technical team after considering significant parameters around security, user authentication and licence issues.

Software licensing is controlled by release keys generated centrally by Barloworld Supply Chain Software and delivered via the Internet.

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 office.
• 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 usage.
• 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.

"Our CAST users are based in Europe, North and South America and the Far East. Prior to eLicensing we were using several network dongles for our various locations around the world, which hindered us deploying CAST effectively. The recent launch of this ground-breaking technology, however, has enabled us to improve on productivity globally without purchasing more licences. Furthermore, we have worked closely with Barloworld Optimus to produce audit reports that allow us to centrally manage and view all CAST users on a global basis. This not only ensures that we use CAST efficiently - bearing in mind time differences around the world - but also enables us to internally recharge costs to the appropriate global departments."

Theo Dröge Global Supply Chain Technology Center
The Dow Chemical Company

eSupport

Barloworld Supply Chain Software is frequently complimented on the quality of support services, the responsiveness, experience and expertise of its support consultants. We have always provided a telephone support service and this will continue in the future.

eSupport is also available to our users. This 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.

Features include:

• Global accessibility - allows support enquiries to be placed from anywhere in the world at any time - not restricted by time zones. This also allows Barloworld Supply Chain Software to use the most appropriate consultant (or consultants) to work on a support issue, no matter where they are located at the time.
• Documentation - allows more than one consultant to collaborate effectively on a specific support call by utilising a single consistent data source. This aids Barloworld Supply Chain Software in providing an accurate response in the shortest possible time, as there is no delay in passing the data between consultants.
• File transfer - overcomes the issue of sending large data files by email, by providing an FTP (file transfer) facility into a secure storage space.
• Central monitoring - allows both the client organisation and Barloworld Supply Chain Software to monitor support activity and performance. This may help identify training needs or software development issues.
• Historical analysis - helps in the continual improvement of Barloworld Supply Chain Sofware support services in terms of response time and quality. A valuable knowledge base has been built for clients and Barloworld Supply Chain Software allowing historical support issues to be viewed by company.

FAQ search facility

enables users to view 'frequently asked questions' in advance of placing a support call, as these may provide the solution to their problem without the need to contact Barloworld Supply Chain Software.

There is no additional charge for eSupport and eLicensing and users without Internet access are still able to receive support via telephone.

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 to come.

An annual European CAST User Forum has been held since 1995. In more recent years User Forum events have also been held in Canada, USA, South Africa, Singapore and Australia.

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.

User of the Year

The CAST User of the Year award is made annually to recognise the important contribution that individual people make to the successful deployment of global strategic logistics modelling. Like all CAST users, the Users of the Year have made an impact to their company functionally and financially, as the solutions that they derive contribute to increasing shareholder value.

Any user who feels they have made a significant contribution to their company's business by using CAST, is welcome to nominate themselves for the CAST User of the Year award. Alternatively, a manager, for example, can nominate a colleague, or a number of colleagues, for their outstanding achievement through the use of CAST.