Key Differentiators | In-House Implementation & Tech Support

In today’s fast-paced commercial real estate environment, implementing software seamlessly is crucial for ensuring a competitive edge. Fischer Solutions has recognized the significance of a smooth transition from software implementation to in-house technical support.

In this blog, we’ll delve into our implementation process and the general support team and request process. We’ll also explore the common issues that arise during this transition and how Fischer Solutions’ in-house support team addresses them.

The Implementation Go-Live Process

The journey from selecting software to its effective process implementation is an exciting yet challenging one. The implementation go-live process marks a significant milestone in this journey. This phase involves:

1. Preparation: Before the go-live date, thorough planning and testing are essential. Our project managers ensure that all elements of the implementation strategy are in place, including data migration, customization, and integration.
2. Testing: Rigorous testing identifies and addresses any glitches. The project team mitigates any potential issues post go-live.
3. Training: Step-by-step training is provided to the end users to ensure they can utilize the software effectively. This step is critical to user adoption and the overall success of the implementation.
4. Go-Live: On the scheduled go-live day, the software is deployed for regular use. This transition can be challenging as it requires adapting to the new system and resolving any immediate issues that may arise.

Post Go-Live Action Items and Logs/Resolution

Once the software is live, it’s essential to have a strategic plan for addressing any issues and ensuring smooth operations. Fischer Solutions employs the following strategies:

1. Issue Logging: Users can promptly report any issues they encounter. A dedicated system for issue logging is in place, ensuring that nothing falls through the cracks.
2. Resolution Teams: Support team members are ready to address different types of issues. These team member roles include technical experts who can quickly diagnose and resolve software-related problems.
3. Tracking and Monitoring: A robust system is in place to track and monitor the resolution process. Our customer service addresses issues promptly and efficiently.
4. Documentation: Every issue and resolution is documented thoroughly. This documentation not only helps in resolving similar issues in the future but also provides insights for continuous process improvement.

Dedicated Account Manager Hand-Off

Having a dedicated account manager is a key differentiator in Fischer Solutions’ approach to customer satisfaction. The account manager plays a crucial role in maintaining a strong client relationship throughout the implementation plan.

As part of the transition to in-house technical support, the hand-off process from the implementation team to the dedicated account manager is meticulously managed.

1. Introduction and Familiarization: Before the implementation go-live, the dedicated account manager is introduced to the client. This ensures a smooth transition as both parties are familiar with each other’s expectations.
2. Responsibilities: A clear delineation of responsibilities is established. The account manager becomes the primary point of contact for all post-implementation support needs including frequently asked questions.
3. Client Training: The account manager ensures that clients are aware of how to reach out for assistance and support. They also guide clients on key steps, setting goals, and the best practices for utilizing the software effectively.

Scheduling Recurring Account Check-Ins

Maintaining an ongoing relationship with clients is vital for success in the tech industry. Fischer Solutions believes in proactive engagement with clients through recurring account check-ins.

1. Frequency: Check-ins are scheduled at regular due dates, typically monthly or quarterly, depending on the client’s preferences and needs.
2. Feedback Gathering: Feedback from clients is collected, allowing Fischer Solutions to continuously communicate your implementation needs. This improves your action plan’s services and addresses any concerns promptly.
3. Updates and Upgrades: The account manager discusses any software updates or upgrades that may benefit the client. This ensures that clients are always using the latest and most efficient version of the software.

Introduction to General Support Team/Request Process

In addition to the dedicated account manager, Fischer Solutions has a well-structured general support team to handle a wide range of issues and requests.

1. General Support Team: This team comprises technical experts with in-depth knowledge of Fischer Solutions’ software products. They are available 24/7 to assist clients.
2. Request Process: Clients can easily submit support requests through various channels, including email, phone, or an online portal. Fischer Solutions’ commitment to prompt response and resolution is unwavering.
3. Issue Triage: The support team triages incoming requests, prioritizing critical issues and ensuring timely resolution.

Common Issues and How In-House Support Addresses Them

Transitioning from software implementation to going live can be fraught with challenges. Common issues that arise during this phase include:

• Technical Glitches: Software may encounter unexpected technical glitches during the initial stages of going live. Fischer Solutions’ in-house support team has the capability to diagnose and resolve these issues swiftly, minimizing downtime.
• User Adoption Challenges: Users may face difficulties in adapting to the new software. Fischer Solutions’ training programs and ongoing support help users overcome these challenges, enhancing user adoption rates.
• Integration Hiccups: Integration with existing systems can be complex. Fischer Solutions’ experts are well-versed in integration challenges and work closely with clients to ensure seamless integration.
• Data Migration Problems: Data migration can sometimes lead to data inconsistencies or loss. Fischer Solutions has robust data migration strategies and backup systems to prevent data loss and ensure data integrity.
• Customization Issues: Customized software may require fine-tuning post go-live. Fischer Solutions’ support team assists clients in making necessary customizations to meet their evolving needs.

In-house support offers several advantages in addressing these issues. The close proximity of support teams to the development and implementation processes ensures that they have an intimate understanding of the software’s intricacies. This results in quicker issue resolution and a higher level of client satisfaction.

Conclusion

The journey from software implementation to in-house technical support is a critical phase for any tech company and its clients. Fischer Solutions has demonstrated a commitment to ensuring this transition is as seamless as possible.

The Fischer Solutions Implementation, Account Management, and Support teams are all in-house and can work together post go-live to make sure clients successfully adopt our ManagePath platform. The company’s dedication to client success sets it apart in the competitive world of tech solutions.

Clients can rest assured that their software implementation journey doesn’t end with go-live but continues seamlessly into a partnership that prioritizes their ongoing success. Reach out TODAY to request a FREE DEMO!