Many of us will have had that sinking feeling when we buy or are asked to use a new piece of software: the features sound great, it looks good and the reasons to use it are compelling, but then you realise you’re on your own, wondering “how do I actually use it?….Who will help me make it work for my needs?.”
At Allocate we work in a different way: our customers get the full support of a Customer Success Team – from implementation to ..always – there is a friendly voice on the end of the phone and making visits; a dedicated, expert Customer Success Analyst who is passionate about your success, making sure your are getting all the benefits you signed up for and making sure it works for you.
When implementing HealthAssure you will get a dedicated Prince 2 project manager and customer success consultant who with a mixture of on-site days, online webex sessions and remotely completed work, will gather your business and system requirements, build your system and upload and transfer any existing data into your HealthAssure system.
We provide intensive training, including a dashboard and reporting workshop to gather the reporting requirements for the Trust up to Board level, a train the trainer approach and system administration training for key Trust staff. Customised training material will also be provided specific to your Trust configuration.
If you have any queries you will have a Customer Success Analyst on hand throughout the duration of your contract, so no call centres…yes you read correctly no call centres!
“Many thanks for the fantastic support you have provided us with since our implementation of HealthAssure. It has made an incredible difference to have the degree of support and knowledge you provided to help us customise the system and ensure we are happy with everything. It has turned it from something that could have been perceived as useful (with some annoying parts that we have to live with) to a product that we feel is there to meet our needs. We feel confident that Allocate will listen to anything we suggest that might make it easier for us and help if they can.” Joanne Woolley, Clinical Audit Manager – Quality Standards (and HealthAssure user), The Christie NHS Foundation Trust. Read more from our customers: Kettering and NHS North Derby CCG “
Aiming for the transition to be as smooth as possible, you will be supported jointly by the Customer Success Analyst and Customer Support Consultant during the adoption period of 4 weeks after ‘go live’.
Your dedicated Customer Success Analyst will understand all your business needs and internal reporting processes and will be on hand to provide solutions and guidance regarding “what works well” and offer expert advice on use and implementation of supported products. We also offer customer system ‘health checks’ to further workflow engagement.
We want to keep on top of your business system requirements and training needs as your organsaition grows and changes, so you will receive a minimum of two onsite days per year from your Customer Success Analyst and regular well-being status calls to review progress and offer assistance. We also monitor the integrity/status of your sites (usage, revisions, views & reporting).
Communication is key for a successful project, you will have access to an online case management tool where you can report and manage requests with your Customer Success Analyst, we deliver proactive & preventative customer support activities and offer product education Webex sessions and online engagement assistance. We also provide you with access to online message boards and forums to interact with other trusts so you can share best practice and knowledge.
Sounds good doesn’t it?
Customer Success Manager at Allocate Software, please contact me if you have any questions about HealthAssure and our support and Customer Success Team