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September 27, 2004 02:00 AM

Shopping for software? Here's what to ask

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    Here are some questions Joan Koebernick suggests dealers ask a vendor before signing on the dotted line to purchase that company's software:

    * How long has the company been in business?

    * How has this software vendor planned for succession? In other words, what will happen to your shop's system and information if the software owner sells the firm?

    * If the software company is sold, how is it going to protect your interests? A new company discontinuing the software you use can cost you a lot of time and money.

    * Will you be able to carry your existing data over to the new system-including customer history and vehicle information-or will have you have to re-enter all that information?

    * Can you move all of the data or only some of it?

    * What is the cost of the system, including the support, fees and additional units for multiple users?

    Here are some questions dealers should ask the software company's references:

    * Does the company provide training? Was it adequate?

    * What problems have you had with this system?

    * How quickly were those problems resolved?

    * How many ongoing problems are you having?

    * How would you rate this company's customer and technical support from one to five, five being the best?

    * How long are you on hold when you call for support? If you leave a message, do they call back in a timely manner?

    * Does the software come with a user's guide-either printed or online-so that you don't have to call someone every time you have a problem? How would you rate the user's guide?

    Source: Joan Koebernick, Dakota-K Auto Repair and Tire Center; the Automotive Service Association's AutoInc. magazine.

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    Do you have an opinion about this story? Do you have some thoughts you'd like to share with our readers? Tire Business would love to hear from you. Email your letter to Editor Don Detore at [email protected].

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