Tall Emu Update : Day 2 of Reacquisition

A Tall Emu Update : On Day 2

18th September 2024: First of all – thanks for all the messages of support.  It’s good to be back on deck and talking with customers again.  A tech migration wouldn’t be a tech migration without issues – the most serious of them was that my email address didn’t work for about an hour, so if you didn’t get a reply from me, please try again. The MYOB team and Arinco did an excellent job of the migration (and I hope that doesn’t jinx anything).

Phones are on
You’ll notice when you call, you get a human. (Please, don’t call unless it’s an emergency!). No more “press 1 for sales, press 2 for support”. If you call the office now, all the phones will ring, even mine and we’ll try our best to answer. This is not for “on demand” support – please log tickets and we’ll process them – but if it’s an emergency, or you need to book a training session, we’ll pick up.

Talking of tickets ….
I’m working with the support team on improved processes to make sure we communicate better, and really streamline things.  It’s going to take a while, but we want to make it smooth.

We have also enabled a tickets view on the customer portal. If you have a portal login, https://live.tallemuportal.com/Account/Login you can now see your ticket list and status. We will be doing more work here to make this a more useful way to see ticket status and get updates.  If you don’t have a login, drop me a note and I will set you up.

New office
Call it old school, but we have a lease, and an office and as soon as the furniture arrives the internet is on, we’ll be using it to make sure we can work well as a team, and run processes and training in-person, not just remotely.

Talking with customers
I’m calling you! I plan to call as many customers as I can this week, and next week to find out where you’re at and how I can help you get the most out of CRM. In some cases, that’s fixing problems, in other cases that’s tweaking features. I’m really enjoying this process so far – even the difficult calls – and it’s helping me with setting my plans for the rest of the year.

System changes
One thing I discovered yesterday was our customer portal was “useless” to a customer because it didn’t have a way for their clients to submit a PO number or notes with their order. As of this morning – your customers can now submit PO and notes with orders. I can’t promise we’ll fix everything this quickly – but simple things we can get sorted quickly, we’ll do our best to roll out.

Now that I’m out of MYOB….
I’m a small business owner again. I know what it’s like to run one because I’ve been doing it for over 20 years. I also know how important YOUR business is to YOU. As another customer of mine said, your business is your baby, your income, your future, your kids’ future…and it’s a responsibility I promise to take really seriously because I know how it feels.

I won’t be able to fix everything overnight – but the team and I are going to work hard to make sure Tall Emu helps your business to succeed.

Mike Nash
CEO
Tall Emu