From time to time things need to change that is also true for the support team here at Symmetry. Yes we have had some changes in staff but we also are now using a new software to help manage the support cases as well. As some of you may have noticed we have begun to use it and is from our friends at NetSuite.

When you email into support@symsolutions.com it now automatically opens a new case and sends an email back to you letting you know someone will contact you shortly. In the past we had managed this manually which did work but did not notify you that we received the message. The messages sent to you also include a link so you can view progress to the case on-line.

For the most part nothing has changed for you in submitting or updating cases. You can respond to the emails or call in with updates as you did before. The one thing different is you will not be emailing the support person directly. With the new process emailing them directly will slow things down as the content will either have to be resubmitted or copied into the case. Also once the case has been resolved you will receive an email with the resolution in it. If that is satisfactory you need to do nothing. If for some reason it is not resolved you can respond to this and it will reopen the case.

When you need to submit new issues please send a new message to support@symsolutions.com to open a new case. The previous messages are directly tied to that case and will try to reopen it. If you have any questions, comments or concerns on the new processes please contact us so we can address it.

The SolidWorks Customer Portal is one of your best resources for information and support for the SolidWorks family of software.  From the Portal you’ll have a quick link to:

• Downloads and Updates to update your SolidWorks, Enterprise, and 3DVIA software
• Knowledge Base where you can search for solutions to questions and problems
• Enhancement Requests where you can influence how the software will work in the future
• Fixed SPR list to see what issues have been fixed in the new versions and service packs.
• Forums where you can connect with other SolidWorks users and find solutions to your challenges or help others with theirs
• Certification to find out how to join an elite group of SolidWorks users by becoming certified
• Admin Guides to find the documentation for What’s New, Installation, Administration
• Learning Resources to have access to tutorial files, Administrative Guides, Tech Tips, & other resources

 This is not an exhaustive list of all of the resources but I hope it’s enough to pique your interest.

 Creating an Account

To access the Customer Portal, select the Login link on the top of the SolidWorks home page http://www.solidworks.com then select SolidWorks Customer Portal.

 Login using your existing account information.  If you do not have an account yet you will have to create one.

 To create a member account:

1. Select the Click here to create an account short cut beneath Not a member?
2. Select Customer and enter the serial number.
3. Enter a valid email address, click Next.  As with most forms the * fields are required, the rest are optional.
4. Fill in your first name and your last name, click Next.
5. Enter the account information, click Next.  The account name is the company name.
6. Enter a password and fill in some profile questions, click Next.
7. Then you will be required to accept the “Export Eligibility Requirements” agreement.
8. Once you accept the agreement you will be brought to the SolidWorks Customer Portal.

NOTE: Many of the links in the Self Service area are not available () unless you have entered a serial number that has an active subscription service contract.  You must Register My Products under the My Support section to unlock the links.

Once you’re in, take some time and explore all of the resources.  You’ll probably be surprised at all of the information available to you.

As always, if you have any questions, please give us a call.

Well, it’s that time of year again.  SolidWorks has released Beta 3 of SolidWorks 2011 which means the official release must be right around the corner.

To help everyone get ready for the new release, Symmetry Solutions will be holding What’s New Events.  Please mark your calendar and plan on attending the event that’s closest to you.  Here is when and where the events will take place:

• New Richmond, WI – October 20th
• Owatonna, MN – October 21st
• Twin Cities – October 22nd

I will also be highlighting new features in this blog, so stay tuned and I hope to see you at the SolidWorks 2011 Roll Out.

Go Here to Register for Your Event!
 

Hi folks – I’m pleased to announce DS SolidWorks Corporation has sent a customer satisfaction survey again in 2009. The bonus is that this year I am able to provide a URL in case you missed the email (probably due to spam filters).

As always, Symmetry Solutions encourges your feedback and welcomes ways we can improve your customer experience. At any time feel free to contact us and please, before completing the survey, if there is anything you can not enter as a positive experience contact us so we may try to help you.

Here’s the survey URL:

http://vp-nri.com/take?i=150538&h=BW5p0Za5u8OmrsbDyaQ3kA