It seems that the little things always get neglected when you are busy with changes all around, like keeping up on a blog for you customers :-) We may have been silent on our blog but we are still here, we are still innovating, and we are still working hard to provide you with the best possible software and support for your centers.
The past 16 months have flown by and Redrock has been working hard on enhancing the Trac systems and have re-focused our energies to better our technical and customer support. The biggest turnaround on our support has been apparent to our customers throughout 2012 as initial response times have decreased as well as times to resolution. This was evident at the 2012 Annual Redrock Software Conference as several customers expressed appreciation for the improved service they had received. As with any change, it was not easy and took much of our concentrated effort to make it happen, and as with many projects, it does not have an end goal, but will be a continuing and evolving plan to always improve.
We identified and implemented several areas of change required for Redrock to return to providing the level of support both we and our customers expect. Among these were to change our internal communication and office layout, switch to a new VOIP phone system, redesign a server room, adjust support personnel schedules, conduct regular support team meetings, conduct regular individual support meetings, identify support team strengths and areas for improvement, and several more. This was no small endeavor but we knew it was a necessity for the direction we want for Redrock, the Trac products, and our support.
Immediately following 2012 RSC Conference, the development team began working on the latest set of features and additions to the program which can be found in our List of Recent Changes. More than 70 new features added in April and May have made an immediate impact with many campuses and productivity with the Trac systems has never been better!
Our latest efforts include revamping all of system documentation by creating a base document set that can be published to the Web or to PDF at the same time. More information on the changes in documentation will be coming in the next few months.
With the end of summer in sight and autumn fast approaching, you experience all of the changes that take place each new school year. New students, new staff, new schedules, new policies: Change is in the air. Redrock has embraced our changes and will support you through yours.
Bring on the 2012-2013 school year!
David D. Booth
Director of Technical Support
Friday, August 10, 2012
Saturday, April 30, 2011
Wrapping up the 2011 Conference
At the conclusion of the 2011 Annual Redrock Software Conference, I can look back and say that I am very pleased with the results of the conference. There are always things that can be adjusted and changed to make things even better, and we will continue to add content and tweak the conference, but today I will focus on all of the great things to come out of the conference this year and will wait until tomorrow to start making adjustments.
With 120 participants, this was our second largest conference attendance. Of the 120 participants, 70+ were first-time attendees so many new users were able to meet and share ideas and discuss implementation, training, and best practices. 15 users presented their use of the Trac products and modules in 8 different sessions. Redrock Support personnel conducted more than 20 user training sessions on a variety of topics covering the technical aspects of the software, modules, different user levels and settings, reporting, and much more.
More than 40 attendees participated in Friday night events including a shopping event to Scottsdale, hula lessons, and an old-school workout. Several attendees took the opportunity to spend time with Redrock Support personnel outside of the office and went out to dinner together. Some stayed out late bowling (but still managed to make it to their sessions the next morning!)
Overall, it was a wonderful conference. We hope that you enjoyed it and learned something about your Trac system. We cannot wait to see you all again next year!
David D. Booth
Director of Technical Support
Redrock Software Corporation
With 120 participants, this was our second largest conference attendance. Of the 120 participants, 70+ were first-time attendees so many new users were able to meet and share ideas and discuss implementation, training, and best practices. 15 users presented their use of the Trac products and modules in 8 different sessions. Redrock Support personnel conducted more than 20 user training sessions on a variety of topics covering the technical aspects of the software, modules, different user levels and settings, reporting, and much more.
More than 40 attendees participated in Friday night events including a shopping event to Scottsdale, hula lessons, and an old-school workout. Several attendees took the opportunity to spend time with Redrock Support personnel outside of the office and went out to dinner together. Some stayed out late bowling (but still managed to make it to their sessions the next morning!)
Overall, it was a wonderful conference. We hope that you enjoyed it and learned something about your Trac system. We cannot wait to see you all again next year!
David D. Booth
Director of Technical Support
Redrock Software Corporation
Friday, April 22, 2011
New Website Online Now!
We have been working on many new and exciting projects at Redrock Software! With new developments in the Trac software products, greater help and documentation in the Redrock Wiki, regular Blog posts and Tweets, and making preparations for the 5th Annual Redrock Software Conference, we have increased our support and communication with our customers. It has been a very busy time for us, but a very good and positive time, too. When reviewing how we can make Redrock better and more efficient, we have often made comments such as, "We could do this better, if only ______." Fill in the blank with your favorite 'if only'.
Well, more often than not, we found ourselves saying that we could provide better products, service, and continued support 'if only we redesigned our website to be more professional and user-friendly.' With new web features and capability, we could integrate the different Trac products, the Redrock Wiki, request forms, and social media sites. We can be more effective as a company and more efficient at supporting our customers.
We are very happy to announce that the new Redrock Software website is live and functional! Check out http://www.go-redrock.com for more information. Link to the website from your specific product page.
Check out the new site and let us know if you have any questions.
Thank you,
David D. Booth
Director of Technical Support
Redrock Software Corporation
Friday, April 15, 2011
Celebrating 20 Years
Two years after our company was founded, CompuServe and America Online joined the internet, allowing many people who were previously unaware of the world wide web to surf web pages for the first time. Of course, at the time there were only a couple hundred web sites to choose from! What a difference a few years makes. Today our company celebrates its 20th year anniversary. Anyone working in a technology-based company can expect to see rapid-paced change. I think this is especially true in the software world. Whole technology industries have come and gone in this time. Every day tools like the cell phone have appeared and become integral to our lives and have changed the way we communicate, and even the way we live.
I am very grateful for the past 20 years of serving our customers. We have made a difference in their lives for the good. Our software allows our customers to use their time for the important things: for real and meaningful communications with the people whom they serve.
As a company, we are proud of our accomplishments. We offer software solutions that are powerful and affordable. One of our flagship products has not changed in price since it's inception, even though we have continued to improve and evolve it.
Looking ahead at the next 20 years, what are our plans? We will continue to improve ourselves, the quality of our tools, and the way we do business. We will continue to listen to our customers and develop innovative software solutions to improve the way they do business by utilizing our tools. We will continue to be grateful for the wonderful relationship that we have developed with our customers and do our best to be worthy of their trust.
To our customers: thank you for your time, trust, and your business.
Kelly Dean Corder
President & Founder
Redrock Software Corporation
I am very grateful for the past 20 years of serving our customers. We have made a difference in their lives for the good. Our software allows our customers to use their time for the important things: for real and meaningful communications with the people whom they serve.
As a company, we are proud of our accomplishments. We offer software solutions that are powerful and affordable. One of our flagship products has not changed in price since it's inception, even though we have continued to improve and evolve it.
Looking ahead at the next 20 years, what are our plans? We will continue to improve ourselves, the quality of our tools, and the way we do business. We will continue to listen to our customers and develop innovative software solutions to improve the way they do business by utilizing our tools. We will continue to be grateful for the wonderful relationship that we have developed with our customers and do our best to be worthy of their trust.
To our customers: thank you for your time, trust, and your business.
Kelly Dean Corder
President & Founder
Redrock Software Corporation
Tuesday, March 29, 2011
Trac Your Students above 10,000 Feet
I am writing this on Southwest Flight 1116 travelling home from the ATP Conference in Orlando, Florida. I am some 15,000+ feet over New Mexico and I marvel at how technological advancements enhance our Trac products. More airlines are offering WiFi hotspots as part of their in-flight service. With this service, I can work on the Redrock Wiki, answer Tech Support emails, send a Tweet, update Facebook, and write a Blog. It is truly wonderful for a techie-addict like myself.
While working away I realize the benefit this can offer to Trac system users. When I am asked what it means to be a Web-based product, this is the epitomy of being Web-based. I could be tutoring or advising above 10,000 feet and recording all of that information. If I was running late on a report for my director and running late for my flight, I can now jump on that plane first and send my report from the skies. If I am concerned about a consultant that called in sick, I can jump online and re-schedule those appointments with another consultant. The world is more connected and you can be more connected to your Trac system.
So, when I am next asked where a user can access their Trac system, I'll have to tell them the sky's the limit. Or is it?
David D. Booth
Director of Technical Support
While working away I realize the benefit this can offer to Trac system users. When I am asked what it means to be a Web-based product, this is the epitomy of being Web-based. I could be tutoring or advising above 10,000 feet and recording all of that information. If I was running late on a report for my director and running late for my flight, I can now jump on that plane first and send my report from the skies. If I am concerned about a consultant that called in sick, I can jump online and re-schedule those appointments with another consultant. The world is more connected and you can be more connected to your Trac system.
So, when I am next asked where a user can access their Trac system, I'll have to tell them the sky's the limit. Or is it?
David D. Booth
Director of Technical Support
Wednesday, March 23, 2011
Conference Highlight: What to Expect at the Conference
More than 100 users from more than 55 different universities and colleges will be attending the 2011 Redrock Software Conference. About two-thirds of these individuals will be attending their first RSC Conference. We are very excited for the annual conference and we have made many changes to enhance your experience.
Each concurrent session block consists of three concurrent sessions with more than 30 total sessions presented by personnel from the Redrock Support Team and users of the TutorTrac and AdvisorTrac systems. Special question and answer sessions are offered to allow Redrock personnel to answer questions that come up during the concurrent sessions without distracting from the presentations. The conference will start and end each day with a group session. There are 30 one-on-one sessions offered Saturday for those that have additional questions or would like to recieve more individualized training.
In addition to scheduling changes, our venue has changed to a new hotel with more accomodations and located just across the street from a major shopping mall with a movie theatre and many local restaurants. There are also three activities organized for Friday night: Hula lessons, CrossPIT workout, and Downtown Scottsdale shopping.
These changes are a direct result of attendee feedback from our past conferences and we hope that you take full advantage of all that the conference offers. Review the conference program, plan your days and what sessions you will attend, take great notes, ask questions, and join us on a Friday night excursion. We'll see you in 5 weeks!
David D. Booth
Director of Technical Support
Each concurrent session block consists of three concurrent sessions with more than 30 total sessions presented by personnel from the Redrock Support Team and users of the TutorTrac and AdvisorTrac systems. Special question and answer sessions are offered to allow Redrock personnel to answer questions that come up during the concurrent sessions without distracting from the presentations. The conference will start and end each day with a group session. There are 30 one-on-one sessions offered Saturday for those that have additional questions or would like to recieve more individualized training.
In addition to scheduling changes, our venue has changed to a new hotel with more accomodations and located just across the street from a major shopping mall with a movie theatre and many local restaurants. There are also three activities organized for Friday night: Hula lessons, CrossPIT workout, and Downtown Scottsdale shopping.
These changes are a direct result of attendee feedback from our past conferences and we hope that you take full advantage of all that the conference offers. Review the conference program, plan your days and what sessions you will attend, take great notes, ask questions, and join us on a Friday night excursion. We'll see you in 5 weeks!
David D. Booth
Director of Technical Support
Monday, March 14, 2011
Conference Highlight: Networking At Its Best!
The 2011 Annual Redrock Software Conference kicks off on Wednesday, April 27th! The conference is quickly approaching and the deadline for registration is Friday, April 1st. The annual conference presents a unique opportunity to network with other Trac users. Each Trac user is a resource to another and we encourage all customers to communicate the questions that they have and the answers that they have found. Whether you have just purchased a Trac system and are installing or you have had a Trac system for 10 years, you have a perspective built from experience or from fresh eyes looking at a system for the first time. Question your own processes, ask questions of others, do not make assumptions, and share the insights that you have gleaned. Each of us bring something to the table and we should be ready to share it with each other.
The TutorTrac and AdvisorTrac ListServ are a great way that Trac users have been introduced to each other, but that cannot substitute for the in-person communication that happens at the annual conference. We hope to see you there!
Thank you,
David D. Booth
Director of Technical Support
The TutorTrac and AdvisorTrac ListServ are a great way that Trac users have been introduced to each other, but that cannot substitute for the in-person communication that happens at the annual conference. We hope to see you there!
Thank you,
David D. Booth
Director of Technical Support
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