September 14, 2010
VoIP Software: With Accucore ERP System, Users Have 'Time to Spare'
By Stefania Viscusi, Assignment Desk Editor
VoIP software solutions provider Speedflow offers services and products to the VoIP market including Tier-1 national and global carriers, ISPs, corporate carriers and residential VoIP providers who make use of the company's products and solutions to reach more customers and increase profits.
Among the company’s many offerings, Accucore, an ERP system for accounting and financial analysis, helps VoIP companies automate, and more effectively mange their business processes.
Accucore makes possible, the automation of customer data management, IP-addresses, contacts and customers’ equipment; incoming and outgoing invoices management and automatic uploading of vendors’ price-lists with preliminary check-up; notifications sending about technical issues, tech support requests recording; full-fledged accounting of the company, and more.
To find out more about the solution, I took some time to chat with Sergey Dyatchenko, project leader for ERP Accucore at Speedflow Communications.
Dyatchenko discussed the solution’s main advantages like rich functionality and serviceability as well as the ability to quickly and efficiently implement the offering.
Our full exchange is printed below.
SV: You position the Accucore system as one of the first, most full-fledged ERP systems for VoIP businesses. Could you tell us about the solutions the system offers and if it covers all business functions of a VoIP company?
SD: Yes, the Accucore system obtains all the necessary advantages of an up-to-date ERP solution by automating all unique processes for VoIP businesses. Specifically, Accucore combines tools for managing all the information flows inside the company as well as provides information support between other companies and has opportunities for financial management – analysis and decision making.
I would also like to note that Accucore was designed as a multifunctional accounting system for manufacturing and commercial enterprises with various business processes and has been successfully used by large factories and commercial enterprises.
Once the VoIP market got our attention, we found there was really no specialized ERP solution that could integrate different business processes.
As a VoIP company faces traffic volume increases, the demands for existing accounting and managing programs, also grows. With this also arises a necessity for such software products which could interact with billing systems and broaden their functions, meet the demands for analytical capabilities of the system, etc.
Having analyzed the situation, we developed a specialized ERP-system taking into account VoIP operators’ needs. Accucore – it is ’over the billing’ system. All the data in ERP and billing systems are automatically synchronized and the system independently interacts with a user, generates analytical reports and carries out all back office functions.
The system was designed as an accounting ERP-system but has undergone various stages of development and has now became a VoIP ERP-system that contains specialized functions.
SV: Can you briefly describe Accucore system advantages?
SD: Firstly, as our customers say – the main advantages are rich functionality and serviceability when compared to other products on the market. Secondly, fast and efficient implementation and the system can integrate various functions of specialized programs.
SV: Have you ever come across with any complexities during ERP-system implementation? Sometimes customers don’t want to share confidential information and don’t trust technology. How did you handle such issues?
SD: Our staff developed an algorithm for customer support without entering into their system so that in the case that the system needed to be updated to settle current issues, we are able to tackle them together with the customer by using a remote customer’s screen monitoring program.
We’ve found that most companies cooperate with us because they trust us and therefore, we value our reputation. Our customers rarely control our work – as they know we always act in good faith.
Our business is built on trustworthy relationships with our partners. Confidentiality – is one of the significant characteristics of our team which is highly appreciated by our partners. We efficiently maintain their business which is vital. Our partners’ references, who implemented Accucore, play a major role in spreading our software products.
SV: While the system may have magnificent offerings, a customer’s unskilled staff might decrease its efficiency. Is there any training on Accucore system implementations? What is done to get the users up to speed with system?
SD: We work in different ways with our customer’s staff. Firstly – we provide them with brief technical information on which the system is based: VoIP concept, routing principles, price-lists generating structure, etc. Secondly – training on the system’s features.
We try to minimize the necessity of going through complex manuals – but sometimes becomes necessary due to special reasons.
The system interface is designed in such a way that even an unskilled user without any help can make the most of the system’s functions in a short time. Also, we developed a pack of video manuals which help to clear up difficult questions.
We’ve found the best approach is when one person is trained more thoroughly on the offering and then is responsible for tackling any further issues as they occur. This method encourages staff to interact closely with each other.
SV: Can you talk about the direction in which the system will be further evolved?
SD: The system is designed by modules. In the future we are looking to extend the functions and not complicate existing modules by instead introducing new modules. For instance, today the system tackles all the tasks for a wholesale VoIP operator. In the near future, newly added modules for operation with origination customers will be developed.
In addition, we are also enhancing versions of the reports requested by the managers in daily routines.
As functions increase, the system complexity rises and it becomes too sophisticated for beginner-companies. We will try to find a compromise between the requests of experienced users and the beginner ones and hope to create hidden menus for different company types. Increasing system efficiency in this way I what we are working on at the moment.
SV: Can you talk about some of the principles behind Accucore’s system development plans?
SD: We research the market and carry out surveys with our customers so that we are aware of the required functions and what is being implemented in other systems. We have uncovered that the majority of the companies are starting to refuse complex accounting systems as they are extremely complicated. Functionality and flexibility is our major concern. So we try not to complicate the system without need and aim to reduce the volumes of routine work and not enslave a user by the system but give him space for analytical activities.
SV: You refer to Accucore as, "the system which gives you time to spare," can you explain?
SD: This is what one of our customers said about the Accucore system. Because the system simplifies all routine work and offers spare time for interaction with customers. Also as efficiency increases, so do profitability and growth by implementing our system. Thanks to the combination of high spirits and work satisfaction – this positive emotion was recognized.
Lastly, our program is a tool for an environment in which a company’s staff spends significant part of their working time. If they are satisfied with their work and there are no misunderstandings, if the system helps them to handle all the tasks easily and to earn more money – we consider our mission accomplished.
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Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.
Edited by Stefania Viscusi