For your convenience, our most common client questions are answered right here.
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Deployment Timescales:- We usually work to 4-10 week deployment plan but have helped clients get up and running in less time. We get the base application ready in the first week and then facilitate a number of iterative workshops to capture configuration requirements which are applied in real time.
Managing Risk:- We provide and update a risk and issues log as part of the project management of each deployment. These are reviewed and risk mitigations are discussed throughout the deployment process.
Training Users:- For core marketing users we propose day to day sessions in groups of up to 5 in a classroom environment. Client Services present and demonstrate a component of the system before helping the 5 users do the same. For non-core users remote training (either live or video) is used to guide them through the system.
Support upon system’s launch:- We provide second level support as standard which means that we respond to issues raised by client-side system guardians/ administrators. This can be enhanced with first level support and / or system administration services if required.
ROI:- The best we have had reported is a return of 5 times the investment (ie the system cost £1,000 but saved £5,000).. which is a cracking result.
Cost to Configure & Deploy:- This is a time and materials cost driven by the modules in scope, number of assets to upload, number of users to train etc. We can provide a price matrix to give a top line budget on request.
Support Desk:- Our support desk is UK based and delivered by real people who sit next to (and talk to) the technology team. We do use an automated ticket system to manage the support ticket internally but the feedback to the clients is via people, not automated tickets.
Issues Resolution:- We have a consistent set of SLAs across all clients with four levels of priority (and associated response times).
Support We Offer:- All clients have second level support, meaning our support desk responds to queries from client side system administrators. We do offer a first level support service to support system guardians when needed. The support desk operates to UK and East Coast USA working times and UK working days.
System Documentation:- User guide and system administration guide are provided as part of the initial deployment. These are updated inline with each upgrade release.