What Customers Say

"The Hancock system works as it was intended with very little maintenance. The staff has been attentive to our needs. Their willingness to work closely with the State's staff and all of the Weatherization Agencies has been refreshing and a pleasure to work with. The collaborative effort has insured a successful rollout for the State of PA."

- Champa Prasad
Director/CIO
Information Technology Center, 
Department of Community & Economic Development (DCED)


Customer User Group

Hancock's customers get together once a month to share best practices in running their weatherization programs using WAP Online.

Here are the some of the topics they're talking about: 

 

Customer Support

Hancock Software is the only WAP software development company that has proven it can implement our systems and train system users, all within 60 days of purchase. Hancock's Technical Account Management (TAM) team stays with each customer to provide a full range of customer support services for product launch and beyond. Our customer support motto is "If our customers aren't successful, we can never be successful."


On-Demand Training

 

Hancock's HEAT on the iPad and Your Agency

 

HEAT iPad Video

HEAT 2.1 on the iPad and iPhone is now available to current customers!  No more data entry in WAP Online.  Do all data entry and energy auditing at the client's site

  • Perform Data Collection
  • Eliminate WAP Online Data Entry!
  • Complete Agency Inspections
  • Create consistent and accurate energy audits that show SIR energy savings

 

Task-specific Wap 5 Training

Overview

Screen shot 2011 08 24 at 2.09.13 PM

We are proud to announce our newest weatherization software release, "WAP Online Version 5."  We have integrated a number of system-wide changes and feature enhancements designed to improve the way you experience and interact with WAP Online. Existing users, please watch this training session that tours the new system, demonstrating the features and enhancements.  If you need the password for the video, contact support@hancocksoftware.com.

 

Client Intake


Screen shot 2011 09 13 at 9.28.01 PM resized 600This video explains how to add applicants and build a waiting list in WAP Online. If you need the password for the video, contact support@hancocksoftware.com.

 

Energy Audit

 

Screen shot 2011 09 16 at 10.24.40 AM resized 600 This video explains how to add energy audits into WAP Online. If you need the password for the video, contact support@hancocksoftware.com.


Work Orders and Agency Inspections

 

Screen shot 2011 09 21 at 5.08.03 PM This video explains how to create work orders and process agency inspections in WAP Online. If you need the password for the video, contact support@hancocksoftware.com.

 

Invoicing

 

Screen shot 2011 09 21 at 5.08.25 PMThis video explains how to invoice through WAP Online. If you need the password for the video, contact support@hancocksoftware.com.

 

Installation, Configuration and Hosting

Hancock assists with the installation of the software and the initial set up and configuration of state-specific data. We also provide a fully-managed hosting service to enhance our ability to maintain the software and guarantee up-time. 

On-site Training

Hancock provides a combination of onsite and remote training as part of our software solutions in the following three areas:

 

  • User training
  • Program administrator training 
  • Technical training 

Maintenance

Following implementation, Hancock continues to maintain our systems to keep them bug-free and technically current.  Maintenance services include correction of defects (bugs) and maintenance releases. Hancock will provide copyrighted patches and updates to the software. 

Help Desk

Hancock provides Help Desk support to all application users. System users receive toll-free direct access phone and email support to address user problems or questions. Hancock maintains a tracking system to log and proactively monitor all problems or support requests, and uses a standard escalation procedure for all reported system problems.  

Customizations

The off-the-shelf functionality of our software covers most energy program requirements, but some customizations may be needed to meet state-specific specific workflow or reporting.  Hancock is committed to working closely with our customers to implement any of the unique features that they deem important.  

Contact Customer Support

For current customers who have a question or need support, use the toll-free number provided by your State Program or email us at support@hancocksoftware.com. We will get back to you within one business day of receiving your request.