Christine M. Culler
Asst. Finance Director
On January 1, 1998 I embarked on a mission to locate a new software company. Because I would be the one using the software, I was told to research and recommend to the Mayor and Council what I felt would be the best choice for our Village. I originally started with eight names that I had gotten through conversations with different people I met at various seminars around the state. I asked everyone what software they used and what they thought of the product and the support. Support was a large issue for me, because I had had some very negative experiences with support from a variety of companies. I don't care how good the software is, if you don't have individuals who can support it, you have nothing.
SSI Helped Us Meet an Aggressive Installation Schedule
 The research took me longer than I had anticipated, and I did not make an actual recommendation (Software Solutions Incorporated (SSI)) until late July of 1998. It was our hope to be up and running by January 1, 1999. Could we do it?
After talking with SSI’s project coordinators, we were on our way. We went into the agreement knowing it would take full cooperation from both sides to attain this goal. Initial software installation went very well. Our hardware support people were here and the two computer experts discussed and installed the software.
SSI’s Flexible Training Is Delivered with Humor and Compassion
Once the software was installed, SSI’s training staff entered the picture. When our trainer left after a full day of training, my brain felt like Jell-O. His sense of humor is delightful and was very welcome at certain necessary times. His ability to explain and re-explain is amazing. He has a vast knowledge of the software as well as municipal functions. And his attention to detail was refreshing. In order to meet the January 1 deadline, he taught me just enough to get up and running. In fact, he told support, "If Lexington calls, assume she knows nothing."
SSI Stands for Superior Support Individuals
My first call to support was due to the fact that I had worked late one night and during printing of reports the power went out. I have a UPS backup on my computer and keyboard and monitor, but not on my printer. It was late evening and I felt defeated. As I have already mentioned, I have had some very negative experiences with computer software support and I figured I had lost everything that I had just spent 2 1/2 hours entering. First thing in the morning I called the Help Desk. A support person returned my call within thirty minutes, and when I explained what had happened, he assured me we could fix it. AND HE DID!!
Along the way, since January 1, I have made numerous calls to support. What I have found is a highly trained and knowledgeable group of caring individuals. Many times, their first remark after I have explained what my problem is, starts with, '"That's not so bad, we can fix it." AND THEY DO!!! In fact, I have determined that SSI should stand for "Superior Support Individuals."
Working with SSI has been a very positive experience. Every individual I have had contact with, to date, has been helpful and very, very often has gone above and beyond and out of their way to help me. When one sits in "the chair" in a Village like I do (responsible for all the receivables, payables, and payroll -- it's me against the world), I need to be able to do my job with as little hassle and heartache as possible. Software Solutions, Inc. has helped me to do that.
Support response has been timely and I have always been helped. In fact, there are times when -- had I been the support individual -- I would not have been so patient or nice. (I've really done some dumb things.) The software is quality and when one thinks it through, it makes total sense. It took me six weeks to realize that no matter what situation I can get into, the Superior Support Individuals at SSI can and will help me out.
SSI Listens to Their Customers and Responds to Their Needs
I am also impressed with the way SSI listens and tries to incorporate programs and functions to better serve the needs of their customers. One example is the End-of-Year Cash Basis Report that Villages are required to send to the State. The Report is massive and requires a lot of copying and hand entry. Then we have to use a typewriter to type it onto a not-so-friendly pre-lined form. SSI has created a program to produce that report from the numbers we currently have in the system. Lexington served as their test site for Villages. We were State Audited, and the Auditor of State's Office requested some changes, which SSI has implemented. This report will save hours and hours of handwork that is currently necessary to send the report.
SSI holds "mixes" throughout the year and end-of-year classes that enable current users to meet with other users and the SSI staff to discuss issues that have come up. I have learned many, many things by attending these.
SSI Makes Upgrades and Additions Easy
Our first upgrade was for the payroll package. I was so impressed with the two packets that came with the upgrade: one explaining how to do it and one explaining what to expect after the upgrade.
We have been live with SSI since 1999, and run their Income Tax, Utility Billing, Financial Management, and Payroll systems. We are still very pleased with the quality of the product and their staff. We are grateful to SSI for great software and individuals who care.
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