Congratulations, you are about to Go Live with your new Access Group solution.
Where are we now?
At this stage in the journey, you have live data flowing into your system and will be experiencing the buzz around your managed solution including upgrades, rollovers and backups. This is an exciting time in your implementation, however, it can also feel quite daunting.
How do we continue to help?
Implementation is the first important step in the journey, but this is just the start. There is much more to learn and it’s important that you and your team members continue to be curious about your new solution and continue to access and review our learning resources, knowledge base and team support.
What's next?
Now that you know a little more about how we can support you with cases, it is important that you raise all your questions via the case process.
Cases allow us to address urgent issues or questions more efficiently by providing access to the request, to a larger pool of available team members. We can also route your request to the most appropriate team member, who is the subject matter expert. It also allows us to track and escalate more seamlessly if required. We cannot do this with email messages.
If you are a named support contact, you can log cases here. (You'll need to log in to the Customer Success Portal first. If you don't have a login, you can register for a login.)
Share this support guide with your team to ensure they have optimal access to support.
See our video on creating a case via our case management system.
Your consultant will also monitor this queue for the duration of your hyper care period alongside our support team, so you can log project or product related questions via the same channel and we will ensure they are routed and picked up correctly.
What can your consultant help you with?
At this stage of the journey, it can be a little confusing as to what your consultant will assist with and what our support analysts will do for you. So, we have provided some guidance below, but rest assured, if you need anything simply log a case and we will work that out.
Support is here to help if our software is not performing as expected
Any unexpected issues, including:
Error messages
Login resets
Screen freezes
Outages
Incidents related to not being able to perform expected business functions using Access Software
Errors in submissions
Technical issues related to product version releases
And last but not least, many topics and how to’s’, are covered in our Help Centre accessible via our Digital Assistant within HandiSoft.
Consultant/Professional Services
At this stage you are still working with your consultant, and they will cover:
Items agreed to be delivered in the project scope that have not yet been completed.
Any open issues related to implementation project (new system install) or migration project (between Access systems).
Support for your first ATO connection.
Customisation requests, creating new/ customising existing reports, additional training, additional/ set up of entities, users, licenses, migrations. If outside the scope of your initial project we are happy to provide a quote for your consideration.
Continue learning
By now, it may be some time since your initial training, so it may be a good time for you and your team to do some refresher training. Visit our HandiSoft Digital Learning Content for courses and guides, refresher training and to learn more as you work deeper into the product.
Do you feel you need a higher level of service?
When the project was booked, it may not have been obvious the amount of work, i.e. change management, custom reporting, end user and administrator training that was required to get a brand-new solution over the line. It can be difficult to really anticipate these requirements until you are into the project.
We can offer enhanced levels of service with our premium Customer Success Plans and can purchase Flexpoints to cover additional services, and absorb the cost of this over the next 12 months.
Talk to your consultant to find out more about Customer Success Plans and Flexpoints.