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Frequently Asked Questions

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FAQ 1

CRM systems

CRM (Customer Relationship Management) is an increasingly popular tool for businesses that are seeking to take more control over the way that they work. There are many questions that people ask when starting to consider CRM for the first time, or when they have outgrown their existing method of customer management and are looking for a replacement.

  • What is CRM?

    Gartner describe CRM as
    “A business strategy whose outcomes optimize profitability, revenue and customer satisfaction…CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.

  • Companies are interested in CRM because they recognize that the customer is their primary strategic asset and thus seek to better understand the behavior and needs of that customer and therefore enhance their relationship.

  • CRM software by itself cannot help your organization improve performance. CRM is a philosophy and a business strategy focused on acquiring, developing and retaining the right customers. There is nothing new or ‘special’ about CRM. It is simply the current term for doing good business, well, and practicing ‘best practice’ business processes.

  • Actual returns vary from one company to the next, but common benefits we have seen our customers achieve are:
    • Higher customer retention
    • Improved sales productivity
    • Improved efficiency between different departments
    • Shorter sales cycles
    • Increased profitability
    • Lower marketing costs
    • Reduction in “lost” sales leads
    • Increased customer service response times

  • As there is not one fixed price for all CRM solutions, unfortunately there is not one fixed answer. However the things that affect how much your CRM will cost largely boil down to, which software you choose, who will develop it ,who will install it and how many licenses or people will need to be using it, together with how much customization and training you require.

  • Often companies who are thinking about implementing a new CRM system already have a number of financial and contact management databases or spreadsheets that they are already using. In short, many financial systems will may an associated CRM system that will integrate with that package. Most often, we find that the people who come to us who are looking for a new CRM system, are usually expanding (employing extra staff), or have outgrown their existing system. In these cases, it is most likely that we would recommend taking the information out of the old system and putting it into the new one, most of the time this can be done by the CRM consultancy you are working with.

  • Many CRM systems have security profiles that enable businesses to prevent their staff from performing certain tasks. For example, if you were worried that a disgruntled employee might want to delete the company database, deletion rights can be removed. In most CRM systems there is also the option to be able to export data into an excel spreadsheet, again if this was something you wanted to stop, then this part of the system can be turned off for certain users. If this is something you are concerned about, remember to mention it to the company whom you are purchasing your CRM from.

  • The answer in short is yes, most CRM systems include the option to cater for remote users. However, there are four main ways to do this:
    Remote web access – this enables your remote worker to go onto the internet and login to your live CRM system from home.
    Remote Installation – this enables remote workers to have a copy of the software on their laptop, so they can update your CRM database regardless of whether they have internet access. When they do have access to the internet and your server, they can then synchronise their data.
    Mobile CRM – this enables remote workers to access and update your CRM system, via a PDA or mobile phone.
    VPN – Virtual Private Network – where users connect to the work server, via the internet from home.

    > Many CRM systems will come with a remote working option, however you will need to decide which way you would prefer your remote workers to be able to update the CRM system and see which CRM solution provides your chosen method. Even when your chosen method isn’t part of the CRM software price, there are often complementary software solutions that will enable you to do this.

  • Things that affect the amount of time a CRM installation will take include: number of records, amount of configuration, number of users and number of laptops. So if you have very few or no records that need importing, are happy with the fields that come, ‘out of the box’ and have just a couple of users and no laptops – it could take as little as a day. But…! To reduce the amount of time a CRM installation and project will take, if you have a list of things that you want to be able to do, a list of fields that you want to be filled in and have checked that your existing hardware meets the minimum requirements for the software – this will all help with reducing the amount of time setting up your system.

  • In summary, when you come to decide which CRM software is best suited to your business needs, these are some of the things you will need to be checking:
    • Is the relationship between our company and our clients, B2B or B2C?
    • How do my staff need to be able to access and update the system (i.e. from home, on the road, in the office)
    • What is the main objective of having the system? (e.g. sales lead management, marketing campaigns)
    • Which teams need to be able to use the system; sales, marketing, customer service, operational etc…
    • Does it need to link to other systems?
    • • How will our emails link to the CRM system?
    • Do we need the phones to link to the CRM?

    Once you have an agreed internal checklist, you are ready to start looking at the different systems to see which best meet your requirements.

FAQ 2

ERP systems

  • What is ERP Software?

    Enterprise Resources Planning or ERP software came from the term Material Resource Planning (MRP) and later on became Manufacturing Resource Planning (MRP II) in the 80s. In the beginning, the interest mostly is from the manufacturing and distribution sector. In the 90s, different vendors have extended MRP to accounting, Human Resources and other functions that evolved to the term ERP which is an enterprise wide solution in automating an organization.

    Sample list of modules offered in ERP are procurement, inventory, warehousing, general ledger, accounts receivable, accounts payable, cash management, job order, manufacturing, production planning, HRIS, payroll and financial statements.

    Some ERP customers get confused on these modules that at times they look for a front-end software within the ERP package. These front-end solutions like CRM, Hotel Management and POS are independent modules but some vendors package it as a product to a vertical industry.

  • we are among the local players who offer both traditional licensing and Software-As-A-Service (SAAS).

    But the top of mind has always been SAP, Oracle ERP Suite and Microsoft Dynamics, we have expertise to develop from these platforms and provide custom ERPs to fit in organization needs and requirements

    There are also players for smaller scale organizations such as QuickBooks Enterprise or MYOB. Their market is more for startups and smaller companies who do not concern strong control features in their business process.

  • The very first step in preparing in implementing an ERP solution is a concrete business process. The organizational chart should be well defined, the different roles of each function and the process documentation/accountability.

    Once the above is established, next step is to establish a steering committee who will manage the project. The team can come from internally or thru a third party. Their role will be the interface between the management, end-users and our solutions team.

    They will also be accountable in signing-off necessary chart of accounts, vendor listing, customer listing, SKUs, reports or output expected by the stakeholders, the accountability forms format and the configuration in general based on the organization’s process flow. This team will also handle the UAT and test-to-production milestone.

  • Our implementation timeframe varies depending on the modules being implemented. In our experience, we can implement as early as one month for an accounting module. This is based on the assumption that the user or the company already knows what to expect and have necessary data available right away.

    There are implementations that take a year or more especially if the organization has growing requirements, incomplete or incorrect data provided and/or management changes.

    But this can be shortened by having a strong collaboration between the internal steering committee and the solutions provider. Both should have strong background and experience in implementing ERP.

  • On-premise is the traditional licensing model where the user acquires the license per user or per company installed in the user’s office site or premises. After a certain period depending on the arrangement with the solutions provider, user undergoes support agreement that ensures upgrades and support for questions or issues that will arise when the user is using it live. Both client-server and web-based platform products offer the on-premise model

    Cloud-based ERP is a subscription-based model where the user pays the service annually, quarterly or even monthly per user. The recurring payment should include the support or maintenance agreement. Only web-based platform ERP product can offer SAAS based model.

    Both models have its pros and cons. This will all depend on the flexibility that the user requires from the software.

  • Data migration and historical data transfer is typically agreed upon with us on case by case during the pre-selling stage. For example, in our case, we can commit to migrating master list of data such as users, chart of accounts, inventory items and beginning balances but not the transactions. But technically it’s doable.

  • Hidden costs all depend on how we execute the project at initial stages, we present our product and service. But typically, feature requests that are not identified during requirements gathering stage shall be subject to customization fees. Hence it is important for the user and our team to have a detailed list of the requirement during contract signing.

  • Solutions available in the market normally have their own APIs available in integrating with other software or database. The success of the integration all depends on the commitment of the both parties, our development team and the third-party software provider, and the participation of the third-party software in providing necessary information or documentation during the course of the integration development.

  • Since the organization’s feature requirements are more or less concrete after establishing the business process flow and documentation, the client should already be equipped in preparing the requirements in detail. Our teams are equally available to help you develop requirements that you could use to design an RFP. These RFPs contain all the necessary information on technical requirements for you to get to your desired requirement as an organization

    We usually offer a trial period either online or on-premise but at NOC, we feel this does not give justice to the user and the product. What we offer instead is a detailed (no-commitment) walk through of the product, customer testimonials and even ocular visits to our existing users.

FAQ 3

Software Development

  • What are your main technologies?

    We build software in Ruby, Ruby on Rails, microservices architecture, Elixir, REST API, WebSockets, JavaScript, Vue.js, React, React Native, Redis, ELK Stack, RabbitMQ, PostgreSQL, MongoDB, nginx, Amazon Web Services: EC2, S3, CloudFront. We have on board experienced team of UI/UX designers as well, who take care of appearance and intuitiveness of our developed projects.

  • Because we are a reliable partner who focuses on making high-quality software. We are rapidly growing as a Ruby and JavaScript software development company focused that has global experience with cooperation from global partners

  • MVP (Minimum Viable Product) is a product with just enough features to satisfy early customers and to provide feedback for future product development. In other words, it is a product built as quickly as possible with enough basic functionalities. This approach allows the implementation of a product on the market so the users can test it, you can gather feedback, and constantly improve your product. MVP provides cost-effectiveness and time savings.

  • The time required to deliver a product depends on the scope of the project and the type of product that will be built. We start cooperation with the concept stage of the project to understand the product’s needs and determine what is the proper way to develop it. After that, we are able to estimate the duration of product development.

  • There are no specific guidelines. All you have to do is tell us what product you want to build and what functionalities you need. Anyway, we highly recommend to clearly define what exactly you plan on building, or how to improve your existing web or mobile product. We offer a complimentary project specification template for all of our clients. If you need it, contact us on: support@noclinks.net

  • A standard way of starting cooperation with NOC can be described in a few steps:
    1. Discovery call.
    2. Defining needs.
    3. Project kick-off.
    4. Contract signing.
    5. Dev phase
    6. Summary
    7. Possibility of a long-term agreement

  • Yes, it is possible. You can use the help of our experts. Depending on your needs, our developers can join to your internal team and start working with them. Another solution is supporting your team in e.g. close your pending backlog tasks. The form of cooperation depends on you. Just let us about your needs and we will confirm terms of condition.

  • Building products from an initial idea is the way that we specialize in. It requires extensive experience and knowledge of each stage of building such a product. We help our clients not only to build a product, but also we advise the best solutions and we’re consulting client’s ideas.

    Just inform us about your needs and we will back to you to advise the best solutions.

  • Using the Scrum methodology project management allows you to maintain the transparency of the product creation process, adjust the work mode to its needs and constantly monitor the running progress. All of that affects the increased chance of achieving the goals set, compatible with the client’s expectations. At NOC, we have been using Scrum for years, which is perfect for the implementation of various IT projects. We work in ‘sprints’ and the whole team creates a development team, Product Owner and Scrum Master.

  • Sometimes you have a good idea but you cannot properly estimate whether it is technically feasible or what the realization will cost. In that case we are happy to help you. We use the following method for this: We have a first video call or introductory meeting in which we discuss the idea without going into details. Based on this limited information, we determine whether we can help you. If so, we will first offer you a nondisclosure agreement. You provide us with all the relevant information and context we need to better understand the idea. Then we make an appointment to discuss it in more detail. We have a conversation in maximum 2 hours in which we will discuss the question in more detail and give our first impression of the feasibility. For more complex or difficult questions, we will propose a paid feasibility study. The first phase of the paid feasibility study starts with an extensive questionnaire. Based on this, we make a requirement specification for the feasibility study. Other discussions and possibly a desk study may form part of this phase. In the second phase, we describe the solution and possibly build a proof of concept to investigate whether any technical risks arise and can be solved. In the third phase, we provide a ballpark estimate for the budget required to realize the project.

    If the research shows that the project is promising, financing is often the next step. Sometimes the financing takes place within the own organization and a budget holder has to be convinced. In that situation, we can help build a prototype that can demonstrate that the project is feasible and at the same time give a good idea of ​​what the solution can look like in practice. We are often asked whether we want to participate in a business case by bearing the costs of making the software. The entrepreneur’s commitment is the starting point for us. The entrepreneur will have to take responsibility for the exploitation of his idea or application and also bear the primary risk. If these conditions are met, Team4Code would in some cases want to contribute and invest in a concept that appeals to us in particular.

  • NOC offers software specialists, both in Remote Teams and Relocation. If you are looking for a service provider that, as an independent party, can play a role in guaranteeing the quality of your software, we offer various options. We can offer Quality Assurance specialists and testers as part of your Development Process. We can also perform certain types of tests for you on request. Would you prefer a party that thinks along with you about improving the quality of your custom software and the development process? You are at the right place at NOC. It always starts with a listening ear and can lead to targeted advice with which we can help you solve your quality issues in a targeted manner.

FAQ 4

Internet Provision Services

  • Are speeds guaranteed?

    There’s a reason you see “up to” beside listed speeds on an advertisement. When choosing your internet provider, make sure you read the fine print and understand what speeds you can realistically expect. Don’t get caught off guard after you’ve already signed. NOC fiber internet is a dedicated connection, so when we say 1000 mbps symmetrical, we mean 1000 mbps symmetrical.

    NOC shared internet is shared connection which is limited and capped at certain speeds at peak and off peak! We always make sure you receive what you pay for without any disturbances

  • An SLA outlines a company’s quality commitment. Network expectations like downtime, latency, and jitter are addressed to ensure performance levels are met. If your revenue is dependent on connectivity, you want to feel confident that you’re getting a reliable connection. NOC offers an industry-leading 100% SLA, so your business is assured performance and guaranteed uptime.

  • EIn the event of an outage, how long will it take the internet service provider to get your network back up and running? For comparison, typical DSL connections take 24-48 hours to repair. Unfortunately, many companies will only tell you how long it takes before you get a response – never mind a resolution. NOC has a 4 hour MTTR in the unlikely event that your business experiences downtime and in the unlikely event we make sure you walk through with us every after an hour with updates with the restoration exercise.

  • What are support hours? Are they level 1 (L1) technicians, or are they L3 and understand complex systems? How many calls or escalations does it take before you get resolution? You should have a good understanding of how the company has performed at handling past issues before they’re handing yours.

    All NOC support experts are trained level 3 technicians, and walk you through step-by-step troubleshooting 24/7 no matter how small the issue.

  • Can you easily reach tech support to help you? Make sure you aren’t going to waste time on hold for a technician that can’t walk you through every step of the way.

    NOC “no-holds” tech support is Uganda-based and work with you each step of the way. No more waiting on hold; as soon as you call we’ll start fixing your problem.

  • Installation costs, gateway costs, cancellation fees, and any cross-connect fees may be hidden in the fine print. Before signing a contract, be sure you’re aware of the cost breakdown.

    NOC is proud of our transparent billing practices.

  • Can the connection be monitored proactively? Can issues be resolved remotely? Though technically an add-on, you can save your IT team a lot of headaches by letting your ISP manage your router, connectivity, failover and more.

    NOC provides a full suite of managed services so you can leave the work to us.