Services

TracWare offer a comprehensive range of support services which are designed to ensure that our clients enjoy the maximum benefits that our applications offer. Whether your queries relate to software functionality, business processes, IT strategy or simply getting the best out of your aviation MRO business, we have the expertise to help.

Software Implementation
Software Support
Access Dimensions
Training
Other services: MRO Consultancy & IT Strategy

Software Implementation

TracWare has an excellent track record in successfully implementing our software. We understand that the implementation of our applications is every bit as important as the functionality they contain, and we appreciate that a successfully implemented solution offers benefits to all parties.

Our Aviation MRO industry professionals have the requisite knowledge, experience and credibility to deliver the product and help you get the best out of it. Fully trained TracWare technicians will discuss your overall IT strategy, will carry out the installation and oversee migration of data from legacy systems onto the new application.

In addition, what begins as needs assessment and process-mapping with many of our clients frequently becomes deeper reaching. The same management experience that has led to the evolution of the workflow structure of our software, often translates into a streamlining of a company's existing processes and better use of resources.

Consequently, process remodelling invariably occurs during the implementation stage, and the strategic plan for the client's overall business will often be revisited both during and afterwards. As data is gathered, we help to provide analysis of MIS reports and KPI indications. Your company will have the hard evidence needed to set more ambitious targets, focus on the more profitable activities, identify the least profitable and engineer changes into the way the business runs.

Software Support

TracWare offers an unrivalled after sales support program, which reflects our appreciation of the commitment our customers have made. We provide support that represents real value for money. Our support costs are well below industry standard levels, largely due to the stability of the software, and our 'single database' policy which guarantees robust performance, low maintenance, negligible system downtime, and rapid response times when answering your calls.

TracWare also offer a unique policy of including the development cost of enhancements and additional features within the Support Fee. Our vision is that new functionality (which is of generic value to all users) enhances our products - so why should the customer pay extra? Our clients appreciate that this is not always commercially feasible, in which case we mutually agree a heavily discounted fee. Yet another example of how TracWare work in partnership with our clients, which has brought considerable benefits to all.

TracWare Annual Support Contracts are fully comprehensive and include:

24 Hour response all year round
Telephone Support
Remote Dial-in (see below)
Free on-site support*
Free software updates
Software enhancement & additional functionality and features free of charge*

* Terms & conditions apply

Remote Support

TracWare utilise TeamViewer for remote support. This easy to use application allows desktop sharing so that we can provide real-time support and training without the worry of opening ports, assigning static IP addresses and traversing NAT firewalls.

Access Dimensions

TracWare supply and implement the Access Dimensions and Dimensions Lite Accounting solutions, and are an official partner of Access Accounting Ltd - the UK's leading provider of business and accounting solutions to the middle market.

The AeroTrac Premium and Premium Plus applications link seamlessly with Access Dimensions & Dimensions Lite to provide real-time visibility on Sales, Purchase & Nominal Ledger activity. In common with TracWare applications, the Dimensions suite of software is also built around Microsoft's SQL Server database and offers leading-edge functionality for 360° reporting on all aspects of financial activity.

Access applications have easy to use Windows 'look & feel' data entry screens, which are configured to reduce the numbers of screens you have open to interrogate or process data. All Dimensions products offer Multi-Currency and Multi-Period auditing and enquiry capabilities, as well as extensive detailed management reporting & analysis tools.

Dimensions is normally supplied in addition to AeroTrac, and is incorporated as part of the AeroTrac implementation program, however, it can be added onto an existing AeroTrac database at a later stage if required.

Training

TracWare offers standard training packages as part of the software implementation. All trainers have a detailed working knowledge of the software and of the specific processes of the aviation MRO industry. In the majority of implementations training follows a specific pattern:

Classroom-based overview training with a Project Team, or group of Advanced-Users. This allows the trainees to familiarise themselves with the software and how this fits in with current working practices.
Detailed training for individual users is provided by TracWare just before Go-Live. Occasionally training is provided by members of the client's own Project Team. Training fellow staff members often reinforces knowledge of how the system works, and has the added benefit of reducing implementation costs.
TracWare also provide a great deal of On the Job Training / Support at Go-Live. This is often the most valuable as it is rooted in reality. Knowledge of software functionality is reinforced by the memory of a specific event, and also the logic of why the software works in the way it does becomes apparent.

TracWare also offer training covered under the Support Contract, but reserve the right to charge additionally in those instances where personnel have changed, or new modules / functionality has been introduced.

Other Services: MRO Consultancy & IT Strategy

TracWare offers additional consultancy services.

Aviation MRO Consultancy: our team of industry professionals are available to offer impartial advice and support to your Aviation MRO organisation. The practical experience gained over many years of running commercially successful MRO businesses and of implementing our software applications give us a unique insight into the common problems faced by most MRO's. So whether you need help with Technical, Commercial, Logistical for Financial processes or systems, we can deliver.

TracWare also offer assistance with IT strategy, including advice on all aspects of hardware, software, networking and connectivity, including Email, VPN, Terminal Services, Citrix etc.