Possibilities - Online With Hayes - The Maximum in Customer Support

Contact:   eSoft, Inc. (Makers of TBBS)
           15200 E. Girard Ave., Suite 3000
           Aurora, CO  80014
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ONLINE WITH HAYES - THE MAXIMUM IN CUSTOMER SUPPORT
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*** From August 1990 Possibilities Newsletter ***
*** Copyright 1990 by eSoft, Inc.  All Rights Reserved ***

ONLINE WITH HAYES -- The Maximum in Customer Support
by Alan Bechtold

Imagine you've just purchased Hayes Microcomputer Products' SmartCom III 
telecommunications software.  You're anxious to try it out.  You notice 
there is an entry in the dialing directory for the Hayes Customer Support 
Bulletin Board, with a ready-to-use automated dialing script, so you decide 
to give it a try.

Your modem automatically dials 1-800-USHAYES and connects with Online with 
Hayes, the customer support online information system operated by Hayes 
Microcomputer Products.  Suddenly, you notice a download is in progress.  A 
file is being sent automatically from the Online with Hayes BBS to your PC.  
Then, the modem suddenly disconnects and your computer's disk drive whirs 
away for a moment.  Finally, as if it had a mind of its own, the modem dials 
Online with Hayes again.  This time it logs you onto the board normally.

Your SmartCom III "Online with Hayes" script has just been automatically 
updated to the latest version.

Online With Hayes system designer Randy Cooper says the automatic script 
update process is achieved by teamwork between TBBS' hidden menu 
capabilities and SmartCom III's extensive and powerful script language.

"A hidden menu option lists the most recent SmartCom III script version 
number," Cooper said.  "The user's script looks for an embedded prompt, 
which is the current version number, then matches it against the version 
number in the script.  If the user's software is using an outdated script to 
call the board, SmartCom III will automatically download the latest version 
from the BBS then hang up.  The new script is then compiled and the outdated 
script is replaced with the new one.  Then the computer calls the BBS again, 
using the latest version of the script."

This process is totally automated. The user never sees the hidden menu 
command and doesn't have to do a thing.

"If a user calls with a script that's NEWER than the one posted on the BBS," 
Cooper added with a smile, "the BBS will even display the message, 'Wow!  
You must know someone at Hayes!'"

Because Hayes is so intimately involved in telecommunications, it's only 
natural that they'd operate an online information system to offer round- 
the-clock customer support.  Devising a way for their customers to 
automatically update their software was perhaps the next logical step.

But innovative online customer support on the Hayes system doesn't stop 
there.  Users can also call the Online with Hayes BBS any time of day or 
night, seven days a week, and read or download technical bulletins, 
configuration files, and information on new Hayes products.  They can also 
leave electronic mail directly to support personnel and call back later for 
answers to their technical questions.

A separate BBS phone number, 1-404-HIMODEM, also reaches Online with Hayes, 
but gives users access to a vast array of downloadable shareware software 
for all computer makes, as well as a multitude of Special Interest Groups 
(SIGS).  SIGS are offered for virtually every type of computer possible.  
There are also SIGS for bulletin board operators and even a SIG for teens.

Online with Hayes SIGS are run by local independent system operators and are 
in no way connected with Hayes Microcomputer Products.  "They run their own 
show," Cooper said.

Each SIG has its own area for messages between users, downloadable programs 
and other features of interest to callers.

All of the customer support features and functions that are available on the 
800 number are also available to callers on the 404 number.

Special sections of Online with Hayes are devoted strictly to the support of 
Hayes' Advanced Dealers and operators of 9600 baud bulletin boards systems.

"The BBS was first set up to serve our base of Advanced Dealers and 9600 
baud sysops," Cooper said.  "We originally ran it with PC Board on an Alloy 
network using slave cards.  We had six nodes.

"When we made the decision to open up the BBS to the public, we knew six 
nodes wouldn't be enough to handle it, so we knew we had to either add more 
slave cards, switch to a network with an individual computer handling each 
node, or make another drastic change -- to new software."

It was during this period of contemplated transition that Randy and his 
colleagues took a serious look at TBBS.

"The ability to run 16 to 32 nodes on one machine, without network software 
or slave cards, helped make the decision to switch to TBBS an easy one," 
Cooper said.  "Afterwards, when we got to playing with the software, its 
configurability was the next issue.  To me, that's still the magic behind 
TBBS -- the configurability of the menus."

Randy went right to work with TBBS' menus.  He wanted to offer his users a 
choice of graphics modes, but didn't want to set up three separate menus for 
each possible graphics mode.  So, Cooper built all of the system's menus so 
that each one contained three complete menus -- one for ANSI users, one for 
VT100 users and one for TTY (ASCII) users.  Each type of menu is keyed to 
TBBS' ANSI/IBM Graphics flags, so users only get the menu screen that 
matches their selected graphics mode.

Cooper also designed some of his menus so they "window," or print over, the 
user's previous menu.  "Instead of doing a full clear screen and taking you 
to another menu, I suppressed the clear screen in ANSI mode and then, when a 
user goes to the next menu, it overlays the one they're on."

This might sound like a potentially confusing situation, but Cooper likes to 
keep things simple.  "The trick to using ANSI, is macros," he said.  
"Instead of using escape symbols for each color, for example, set up macros 
that will issue the escape codes for you.  I normally write up the screen -- 
the boxes and all -- with THEDRAW (a shareware drawing program available on 
the eSoft support BBS), save the results as an ASCII file, then bring that 
ASCII text into my SDL editor."

Cooper says all of his macros are also tied to a set of "master macros" 
which can be used to quickly generate a menu.  "For example, if I get a call 
from the sales department, requesting a new menu on the board, I can 
literally set one up in less than five minutes.

"We've also made extensive use of TDBS (the TBBS Expansion Module which 
allows online access to dBase III-compatible programs and databases)," 
Cooper said.  "We used it to revamp our Hayes Registered Dealer program.  
Dealers used to have to fill out a form requesting a special number before 
they could sell our products.  Now, any dealer can call our BBS, fill out a 
special online form, and the system generates a Registered Dealer Number 
automatically -- immediately.

"Since dealers fill out their own information, we eliminate the need for 
data entry personnel and the chances for errors are greatly reduced because 
the information is entered only once.  The system also allows us to request 
additional information which we use when compiling additional statistics, 
such as which computer systems our dealers sell and what products are 
selling best."

Cooper also used TDBS to create a program that allows users to register 
their software and hardware warranties online.  The dBase III-compatible 
program allows customers to enter their own warranty information online.  
During a nightly external event, a report that lists all of the day's online 
warranty registrations is sent to the printer, and is waiting for Cooper 
when he comes in in the morning.

The Hayes Online Store, where users can order peripherals, booklets and 
accessories online, has also recently been re-vamped with the help of TDBS.  
Now users users can fill out online order forms, and the TDBS (dBase III 
compatible) program generates the orders, automatically printing them out so 
they're ready for the shipping and billing departments.

Cooper only has to gather these various reports and see to it that they are 
distributed to the appropriate departments.

This automation is a solid testament to the power of the TBBS/TDBS 
combination.  The software also frees Cooper's time so he can devote more 
attention to the tasks that make the system's users happier.  It makes his 
day less fraught with problems and worry.

"When I first come in," he says, "I normally set up my script to capture all 
the electronic mail and print it out.  Then I review new users, make sure 
they gave us accurate address information and etc., and answer my electronic 
mail.  

"That's pretty much the extent of my day-to-day duties.  The rest of my time 
is devoted to developing new services for the users and overseeing data 
entry and updates."

Cooper also explained that most of his system management is done by remote.  
"I can honestly say that 95% of my work is done from remote," he said.  "I 
do very little on the local keyboard.  I use SysOm (eSoft's Expansion Module 
that allows multi-line system operators to make system changes and perform 
simple DOS commands while users are still connected to the system) to make 
menu changes, update users and move files while users are still connected to 
the system.  I hardly ever have to bring the board down."

It's a good thing he doesn't have to pull the system down often.  Hayes 
customers keep the lines busy at all hours of the day and night and the 
traffic is increasing.  Cooper is always working on the system, improving 
its features, making sure the data is the most current possible and adding 
new features.

Online with Hayes is a perfect example of an online customer support system 
that works.  System designer Randy Cooper's imaginative use of the TBBS/TDBS 
combination has added the power and flexibility required to make the system 
one that provides continuous online customer support and information.  And, 
Cooper is constantly exploring new ways to take advantage of the tools he 
has at his disposal.  He's setting a worthwhile example for all TBBS system 
designers to follow and the rewards are obvious on the first call to Online 
with Hayes.

Best known as a leader in the microcomputer modem market, Hayes develops, 
supplies and supports computer communications equipment and software for 
personal computer and computer communications networks.  The company 
distributes its products through an international network of authorized 
distributors, dealers and original equipment manufacturers.

Anyone can give Online with Hayes a modem call by dialing 1-800-USHAYES (for 
access to a system that is more limited to customer support and Hayes news 
and information) or 1-404-HIMODEM (for access to the complete system, 
including shareware downloads and SIGS).  The system is available 24 hours a 
day, seven days a week, at 300, 1200, 2400 and 9600 baud.

- END -
PS0890-3
Rev. 8/90

Copyright (C) 1994 eSoft, Inc., All Rights Reserved.  Permission granted
to distribute this file in its entirety, without modification, to any
interested party.  Any other use requires the written permission of
eSoft, Inc.

IMPORTANT:  The information herein is subject to change without notice.
Please call or write to confirm factual information of importance to you
or your organization.

