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Solomon Software Adds Major Enhancements To Web-Based Technical Support Service for Channel Partners.

FINDLAY, Ohio--(BUSINESS WIRE)--Jan. 15, 1998--

24-Hour, 7-Days-A-Week, Self-Service Technical Support Features

New Search Engine and Support For Solomon III For Btrieve

Solomon Software announced today several major enhancements to its WebTech Web-based technical support service currently offered exclusively to its authorized Channel Partners worldwide, which includes Value-Added Resellers (VARs), consultants and independent software developers. The new enhancements include:

-- Addition of Solomon III for Btrieve (DOS) 2.0x - Commonly-encountered technical issues and resolutions for Solomon III for Btrieve (DOS) 2.0x were added to the service. Previously only Solomon IV(R) for Windows(R) issues and resolutions were available. Channel Partners choose from a drop-down menu directly after sign-on to indicate which product knowledge base in which they wish to search for resolutions.

-- New Verity Search Engine and use of Microsoft Web Tools - The site now makes use of Microsoft's Web Tools in order to take advantage of a new Verity search engine. The new search engine provides users with a much broader range of search options, including thesaurus and "sounds like" searches. Previously, only two search options were available.

-- New graphical user interface - The service site was given a new look and better organization, and several new navigation features were added to make it even easier to use. With the new enhanced WebTech, Channel Partners can choose how many resolutions they would like to print per page. In addition, if a user is scrolling pages of resolutions and wishes to go back to a certain resolution and knows the page number that the resolution was on, the user can simply click on the page number to go back rather than scrolling back up.

"Accessing Solomon Software's online Knowledge Base has changed the way we support our clients," said Eric Eldridge, Partner, Boston Sales Automation of Boston, MA, a Solomon Software Channel Partner. "We can see if a problem is a known issue and find its resolution quickly, which speeds up the service we deliver to our clients in many cases."

The WebTech Knowledge Base, available 24 hours, 7 days a week, is a Web-based service provided to Channel Partners at no charge that allows them to query Solomon Software's technical support knowledge base of commonly-encountered technical issues and resolutions. Usage of the service has increased 275 percent since March of last year. WebTech was introduced in January of 1997.

The WebTech Knowledge Base currently includes a library of more than 3,350 technical support issues and related resolutions. Issues in the Knowledge Base include resolutions to messages and prompts returned by the operating environment or product, suggestions for product use, technical hints and tips, clarification of Solomon Software's product manual documentation, references to related resources, and cross-references to technical bulletins which address specific support issues.

"With this service, our Channel Partners are able to help themselves to answers to their support issues immediately when they need them and, therefore, provide better service to their clients, our end-users," said Eric S. Kurjan, Vice President of Solomon Software's Support and Education Services Business Unit. "This service is just more proof of the extent to which Solomon Software is committed to provide the best accounting software foundation and product education services to our Channel Partners and, ultimately, our end-users to enable them to maximize the benefit of our software solutions to their business' bottom line. Over the last 12 months, WebTech has been praised by our Channel Partners as our single greatest innovation. It has measurably reduced direct telephone support costs and improved overall service levels for our company."

The Solomon IV WebTech Knowledge Base can be found at the Exclusive Channel Partner area of Solomon Software's Web site at A valid Channel Partner Identification Number and password are required for access to the knowledge base. The knowledge base responds with both a short and long description of the requested support issue, any relevant information to the issue searched and corresponding resolutions. For example, if a submitted support issue had 50 possible solutions, the Solomon IV Knowledge Base would describe all 50 situations encountered and list the corresponding solutions. This allows Channel Partners to view all likely scenarios and determine the most appropriate solution for their clients.

"You can't possibly know what a great resource you are providing to us," said Susan Boothe, Certified Public Accountant at Realistic Information Systems, Inc., a Solomon Software Value-Added Reseller in Georgia. "Thanks a lot and keep up the good work."

The Solomon IV and Solomon III Bases were developed by Solomon Software's technical support organization based on the types of support calls received by the organization. Additional support issues and their resolutions are added on an ongoing basis.

About Solomon IV for Windows

Solomon IV for Windows is more than a proven, award-winning, Internet-enabled, flexible, financial system--it is the foundation upon which to build an enterprise-wide accounting information system. Since its release in 1994, Solomon IV has won more awards and recognition from computing experts, Value Added Resellers (VARs), CPAs and software developers than any other Windows accounting software in its class. Built from the ground up with best-of-breed, industry-standard tools, such as Microsoft Visual Basic, Crystal Reports and FRx, Solomon IV offers a comprehensive, flexible architecture, built around its single, scalable product design. Solomon Software's award-winning Tools for Visual Basic have attracted a broad range of vertical market solutions that seamlessly integrate with Solomon IV, and its global design offers proven localizations and multinational capabilities for businesses throughout the world.

Solomon IV (Microsoft SQL Server Edition) is available for enterprise-class installations on Windows NT Server; Solomon IV (Scalable SQL Server Edition) is available for client/server, Windows NT Server and Novell NetWare installations; and Solomon IV (Client Edition) is available for single-user and local area networks.

About Solomon Software

Solomon Software, founded in 1980 and headquartered in Findlay, Ohio, is one of the fastest-growing, middle-market accounting software vendors, servicing more than 7,500 SQL-based client sites, in over 400 industries in 100 countries worldwide with its award-winning Solomon IV for Windows accounting information system. Solomon Software's mission is to continually improve the productivity of businesses by providing accounting information systems and related services that support the ever-changing needs of businesses. In support of that mission, Solomon IV for Windows has been designed for forward-thinking, middle-market organizations committed to improve their business performance, reduce risk, and increase return on investment.

Solomon Software, the Solomon logo, Solomon III, Solomon IV and Accounting For The Changing Needs Of Business are trademarks of TLB, Inc. Other products mentioned within are trademarks of their respective companies. (c)1996 Solomon Software (TLB, Inc.) All Rights Reserved.

EDITOR'S NOTE: Screen shots of the new enhanced WebTech service are available on Solomon Software's Press Web Site at or by calling Kelley Griffith at 800/476-5666 or 419/424-0422.

CONTACT: Solomon Software

Kelley Griffith, 800/476-5666 or 419/424-0422

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Publication:Business Wire
Date:Jan 15, 1998
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