In early April, Tom received a concerning call from a customer still reliant on a recently acquired fuel software program nearing its end-of-life phase. After a failed attempt to update their office computer’s operating system, the software ceased to function. Recognizing the urgency, Tom engaged the RCC team, in a sort of SOS fashion, initiating a collaborative effort to assist the customer.
Rescuing data in crisis
More than just a “dead in the water” situation of not having computer software to track deliveries and handle billing as usual, the company was at risk of losing years of customer data stored in the software. Enter: RCC Tech Support. After the emergent email went out to RCC staff regarding the situation, Justin from the RCC Tech Support department jumped on board to attempt data recovery. Armed with little more than a hard drive and a vague promise of “some data,” Justin dove into the abyss. The situation was dire—the software had vanished, and the data seemed lost forever. But Justin wasn’t one to give up easily.
He scoured the hard drive, searching for known data points. The software was there, but its data was not readily available. The client’s previous attempts to update their operating system had wiped everything out, leaving the system a blank slate, and the clock was ticking. Justin turned to data recovery tools to scan the hard drive, uncovering files marked for deletion. He thought this was his chance to retrieve the lost data, however, the files were overwritten. So he dug deeper, exploring backup locations, eventually finding a backup from three weeks prior. Justin restored the backup and the data started flowing. From here the team began working tirelessly to convert the data over to the RCC software.
unwavering dedication to customers
Typically, RCC follows a well-defined process for these software conversions. First-pass data, reviews, and adjustments, but this case was different. There was no luxury of a first pass. It was a one-shot deal—convert and go. Katherine dove right in juggling live data, ensuring each piece fit seamlessly into the RCC system. Despite the demands of RCC’s busy season, Katherine went above and beyond to ensure the client’s smooth transition, investing long hours juggling live data and ensuring each piece fit seamlessly into the system.
When a customer onboards with RCC, there are multiple training opportunities, months in advance, to get them ready to work within the software once the conversion happens. For this client, there was only a day or two. Cathleen jumped into action right away, getting the client access to the RCC Member Hub, where they were able to view the videos, V10 information, past webinars, and more to kick-start their learning. Cathleen then worked one-on-one with the client, dedicated to ensuring they understood the basics of the software to help get back-end office operations up and running again.
V10 usability and support
Fortunately, with strong training and a willingness to learn, the client picked up on the software and was able to start invoicing. Because data was only backed up until three weeks prior, the client still had to get March sales and cash receipts entered in. and printing invoices soon after. This is also a testament to the customization V10 offers RCC clients, as well as its straightforward usability. In order to help the client during this time, she let them know just to message her on the chat when she had concerns and Cathleen was able to support her other RCC clients while making sure to prioritize the needs of this conversion client as well. This willingness to work one one-on-one with clients is a huge testament to the support department at RCC. While they use the RCC Member Hub as a resource for clients, it isn’t the only route of support. The members of the software support department work side by side with the client, answering all questions specific to their business and its functioning in the RCC software.
Proactive measures for data security
It is vitally important to safeguard your business data. This client had received multiple warnings from the software provider that this software was end-of-life. If you are currently running acquired or antiquated software, assess its status and plan to make that conversion change very soon!
Don’t rely on luck. The RCC tech support team was unbelievably diligent in their attempts to recover this data, proving to be successful. However, this isn’t always the case. You must implement backup systems. While we recommend the cloud, off-site backup systems work well too! Things like natural disasters, fires, or even a simple operating system upgrade, could be what takes your data out. And oftentimes, those things aren’t planned.
Don’t settle for acquired or outdated software!
We can help! Let’s get you upgraded and working in a software where you feel comfortable, confident, and safeguarded.
