We strongly feel the JW Software implementation methodology is a powerful differentiator that separates our organization in the marketplace. The JW “dedicated team approach” is a process predicated on a dedicated team of JW-resources fully devoted from contract execution to production and beyond. This dedicated team is charged with seamlessly moving our clients from their current environment onto FileHandler.

As it relates to assignment of duties, JW employs the following methodology:

At contract execution a JW Project Manager is assigned to the client to manage the following functions:

• Liasion between Data Conversion Staff and client
• Provide all Implementation/Project Management Services
• Workflow Design
• Security Configuration
• Customization

Throughout this process (which may typically take 3-4 months), the JW Training and Support staff that is assigned to the specific account will be included in all the electronic communications (e-mails, etc.) as well as any pertinent on-site meetings and conference calls between the client and the JW Project Manager.

The benefit of this approach for both Training and Support is that both team members will become intimately familiar with not only the client’s resources, but also the subtleties and nuances of the project, thus ensuring the smooth delivery of these services.

The end result of this strategy is that upon production use of the system, clients have two resources dedicated to their specific account providing two distinct levels of support.

Throughout our 18-year history, this model has been proven effective as evidenced by our 100% implementation success rate and we have found this ‘dedicated team approach’ allows for JW resources to not only provide unparalleled support, but to also become intimately familiar with each client’s business practices so as to allow them to continually uncover ways to align the system with the client’s business strategies.

Support

Standard support includes support from your Dedicated Project Manager from 7:30 – 5 PM Central Time. In addition, there is an emergency contact line that may be utilized before and after regular business hours.

Maintenance

Product updates are done periodically through the year to release new functionality within FileHandler. Generally there are 3 minor releases of FileHandler and one major release annually.

FH Voting Terminal

All FileHandler clients that have a Maintenance and Support agreement with JW Software are members of the JW Software User Group. JW has recently rolled out an interactive rating and communication system (The FH Voting Terminal) that provides members of the User Group a real-time tool to submit not only suggestions for system enhancements, but also an interactive voting system for other User Group Members to rate the suggestion and automatically rank the enhancement for inclusion in the next release.

Historically, suggestions for system enhancements were provided either via e-mail or phone to the account manager and subsequently put to a vote by the User Group Board. JW has entirely automated this process by providing clients the “FH Voting Terminal”. The FH Voting Terminal allows clients to make suggestions for system enhancements in real-time through a secure link on our website.

The FH Voting Terminal is configured so that high-level system functionality, i.e., Notes, Diaries, etc., is displayed in a folder format on the left side of the screen. To suggest enhancements, clients initially select the applicable folder (and any sub-folder that may be present) and select the "Add Comment" button. Clients may enter new suggestions or add a comment on a previous suggestion.

In addition to a free form text field, users may "vote" on a suggested enhancement by entering a numerical score. Voting is on a scale of 1-5 with a ‘1’ being "no interest in the suggested enhancement" and ‘5’ being a "must have for the next release". The FH Voting Terminal continually calculates the voting score for each suggested enhancement in real-time and ‘slots’ the enhancements in the development queue.

To actively engage our client base in all future development, clients may also elect to be automatically notified of any suggested upgrades via e-mail or they may opt to periodically view the website when convenient.