Help

Contacting AMS Support

Title: Contacting AMS Support
Submitted by: Rapattoni Magic Software Support
Issue: What is the most efficient way to get support for Magic or NetMagic?

Are you having problems with the Magic or NetMagic systems? Can’t find your answer using Online Help? Are you wondering how can you contact the Support team and get help quickly? Our Support team is ready and willing to assist you.

Phone calls are the fastest way to reach a Support representative. By dialing 866-730-7115, your call will go directly to the queue and will be answered in the order received. The majority of incoming calls are answered by a trained Support representative in one minute or less! Our phone lines are open from 6:00 a.m. to 5:00 p.m. Pacific Time.

You can also email a message containing the details of your issue to This email address is being protected from spambots. You need JavaScript enabled to view it.. Your email will be logged in our call tracking system and a Support representative will contact you within one business day.

In addition, you can send a fax to the Support department at 805-520-9894. As with email messages, your fax will be logged in our call tracking system and a Support representative will contact you within one business day.

Each of these methods will get you the help and support you need and we encourage you to take advantage of whichever method will work the best for you and your staff. The Rapattoni Magic & NetMagic Software packages offer many powerful features, and we want you to be able to utilize them effectively for all of your association management needs. Please contact the Rapattoni Support Department at 1-866-730-7115 whenever you need assistance.

New Call Center Management System Improves Service

Title: New Call Center Management System Improves Service
Submitted by: Rapattoni Magic Software Support
Issue: How has the installation of a new call center management system improved Rapattoni’s AMS Support?

We are very pleased to report on the progress we have made since the installation of our new call center management system. We have implemented several exciting changes to improve our operation and increase the level of service for our Magic customers.

Call Center Management System

The Rapattoni customer support department started using a new state-of-the-art call center management system more than a year ago. This system has given us excellent tools for monitoring incoming calls, tracking call volume trends, and creating reports. In addition to managing our call volume, this system provides reliable data that we use to analyze and improve our customer service on an ongoing basis.

Ongoing Improvement

The Magic support team meets each week to discuss new and better ways to serve your needs. The call management system helps us with the technical aspects of routing, tracking, and following up on support calls. In addition, we are constantly looking for ways to improve our service on a more personal level. Our support team members discuss new ways to improve their phone skills by developing better methods for explaining technical issues and simplifying multi-step tasks.

Results and Goals

The most noticeable change in our service is that the vast majority of your calls are now answered by a support representative within one minute of the call coming in to Rapattoni. This is a big improvement over our old system where your calls were routed through an operator. Our goal is to solve most of your issues within one business day of receiving your inquiry. Our call tracking system indicates that we achieve this goal over 75% of the time.

Internal Charts and Reports

As mentioned above, our call center management system includes valuable tools for analyzing our customer service statistics. For example, the chart below shows how often we resolve your issues within one business day (our goal is to do this at least 75% of the time).

We also generate charts that show how often we answer your calls within one minute (our goal is to do this at least 95% of the time), how often we respond to your e-mail messages on the same day (our goal is to do this 100% of the time), and more!

Listening to your Feedback and Comments

Feedback from our customers is a valuable part of planning our improvements. In addition to improving our customer service, your comments and suggestions are passed on to our technical development team where they are used in planning feature enhancements. Also, your survey comments are sent to our executive team for review.

We hope the New Year brings business opportunities to our Magic customers and staff. Everyone on the Rapattoni Magic team is looking forward to assisting you by providing the best possible support services.

Printing Help Documentation with Rapattoni Magic

Title: Printing Help Documentation with Rapattoni Magic
Submitted by: Rapattoni Software Support
Issue: How can I print documentation to help me use Rapattoni Magic?

Have you ever found yourself stuck on a certain topic in Rapattoni Magic and not known where to turn? Rapattoni Magic provides several different printable documentation manuals and reference guides to assist you with various topics, including accounting help, an Internet Member Services supplement, laser roster samples, and much more! These resources are displayed in .PDF format and can be easily printed.

To Print Help Documentation:

  1. Simply bring up the Help menu and click on Documentation.

  1. There are several different options available on the Printable Documentation form. You can print specific chapters from the various manuals and supplements that Rapattoni Magic offers, or you may want to print samples of statements and invoices. By clicking on a particular manual or reference guide, you will be given more detailed information for your selection.
  2. Using the various tools Adobe Reader provides, you can search and locate a particular topic within a chapter or highlight important information as you navigate through the document. As you can see, there are several helpful tools at your disposal.
  3. If you need to print an entire topic or a certain page, click on File and then Print. As always, if you can't find the answer you are looking for, you may contact Rapattoni Magic Support at 1-866-730-7115 or via email to This email address is being protected from spambots. You need JavaScript enabled to view it..


NOTE: The Printable Documentation feature uses Adobe Reader. If you do not currently have this program, you can download it free of charge at http://get.adobe.com/reader/.

Rapattoni Magic Webinars

Title: Rapattoni Magic Webinars
Submitted by: Rapattoni Magic Software Support
Issue: Did you know you can watch Magic webinars at any time?

As many of you know, once a month we produce Magic webinars on various topics. These webinars are presented live and you’re given an opportunity to sign up in advance to watch them. What you may not know is that we record and archive these webinars for you to watch at your convenience, right on our website!

To access our webinar library, navigate to our website at www.rapattoni.com. Once there, click on the “Support” link in the upper-right corner as shown below:

Support

Next, click on the link for Rapattoni Magic:

Next, click on the “Webinars & Training Videos” link:

Below is a sampling of our extensive webinar library. At the top you will see registration links for our upcoming webinars, followed by a list of past webinars which are available for viewing:

Should you have any questions or concerns, please contact Rapattoni Magic support at (866) 730-7115 or at This email address is being protected from spambots. You need JavaScript enabled to view it..

Training Opportunities

Title: Training Opportunities
Submitted by: Rapattoni Magic Software Support
Issue: How can I get additional training for our staff?

Are your Magic skills a little "rusty?" Do you understand the concepts in Rapattoni Magic but need a refresher course to help you take advantage of the many options available to you? Have you hired new staff that needs training on our Rapattoni Magic Software, but you just don't have the time or the resources to train them yourself? Well, there is no need to panic because our staff is here to help you. We offer a wide range of training opportunities for you and your staff, including telephone trainings and live on-site trainings.

Our Magic Resource Center (MRC) is a repository of information offering articles on accomplishing specific tasks as well as maintaining your database. There are also links to our webinars and training videos that are designed to sharpen existing skills while teaching new ones. You can access the MRC directly from Magic by navigating to the “Help” menu at the top of the screen, then clicking on the “About Support” link. A button to access the MRC is available near the bottom.

Webinars are scheduled “live” training presentations covering specific topics such as billing procedures, education tracking, and CDB maintenance. These free trainings include both audio and video streamed over the web, with a 15 minute presentation followed by a 15 minute Q&A session. Invitations to new webinars are sent out to all Magic customers periodically and these presentations can be a great resource for mastering difficult processes and learning new tricks. Best of all, video recordings of all webinar presentations are available online in the MRC. So if you or your staff are unable to attend a particular webinar, you can watch a recording at your convenience! The library of webinar recordings in the MRC is also an excellent resource for training new staff.

Phone Trainings allow our specialists to interact with your staff over the computer and telephone. It's like being in class without having the teacher stand over you! We have the capability to dial into your computer and walk your employees through a customized training. Your staff is able to see everything happening on the computer screen, and they are able to ask questions on the phone as we progress through the training. This is a cost-effective and efficient way of helping your staff learn the software and ensure that you are taking advantage of all the possibilities Rapattoni Magic has to offer! These phone trainings can be scheduled on short notice at your convenience, and our professional staff guarantees you will gain valuable knowledge from your phone training experience. Please call for pricing and other details if you’re interested in scheduling a phone training.

Online Help within Magic gives staff a resource when attempting to complete a task. There are several locations in which to access our help. In Magic, click the “Help” menu option at the top of the window, then choose the “Documentation” link. This will bring up our online documentation manual. In addition, our “Help” menus can be accessed by pressing the F1 key anywhere in Magic. Lastly, most of our modules have a “Getting Started” online checklist to assist you with creating classes, events, inventory items, and so forth.

We also offer On-site Trainings which allow live interaction between our trainers and your staff. These trainings are in a classroom type setting and give you the opportunity to gain hands-on experience with the assistance of our trainers. Our professional trainers will follow a structured training curriculum that is custom made to meet your needs, and will also be there to guide you through any questions your staff may have. This form of training is much more detailed and will be a valuable learning experience for employees. If you’d like to schedule an on-site training, please call for pricing and other information.

All of these resources can help you refine your Rapattoni Magic skills, and we encourage you to take advantage of these training opportunities. The Rapattoni Magic Software offers many exciting features, and we want you to be able to utilize them for all your association management needs. Please contact the Rapattoni Support Department at 1-866-730-7115 to schedule a training session for your staff.