Customer Experience - OnSolve UK

Implementation

Experienced project management teams ensure your solution is based on a strong foundation so you can quickly leverage the power of OnSolve for your use cases.  Implementation specialists will leverage OnSolve education and solution design resources when needed.

Training and Education

Your long-term success relies on a thorough understanding of the capabilities of your OnSolve solution. Expand your knowledge through a broad-reaching set of educational materials, from user guides to videos to live (online and in-person) training.

Customer Support

Whether it is a quick “how do I?” or a more in-depth “Is there a way to…?”, we are available to help you understand how to use the power of your solution and reach your goals.

Professional Services

Additional services are available when you need OnSolve expertise beyond our standard implementation and support, such as custom integrations, short-term staff augmentation, system health-checks and more.

Implementation

Our implementation methodology balances speed and quality, and is adjustable to meet your requirements and goals. Ongoing knowledge transfer sessions help you gain expertise in building out your data and content as efficiently as possible. Key milestone tasks are tracked based on the following general categories of effort:

Kick-off

We place high importance on understanding your initial project goals and use cases, success criteria and timeline.  Based on the information from the kick-off call, a comprehensive project plan that defines specific responsibilities will be prepared by the OnSolve team.

Data Configuration

Contact data is an essential component of your success, and your implementation specialist will walk you through various data import and maintenance options. OnSolve will assist in loading your initial contact data through our utilities and on automating future updates.

Account Configuration

While the contact data is being extracted from your HRIS system, we will configure alert defaults and branding of platform and alerts.  Based on your planned use and goals, your project manager will recommend groups and alert templates to achieve a consistent look and feel for your messages.

Training

Live webinar sessions with our Educational Services team will be scheduled to teach your users about the system. We will also show you where to find on-demand videos and user guides, and where to register for free webinar trainings.

Testing and Rollout

Your project manager will discuss the importance of adoption and the impact it can have on your alerting results, along with best practices.  OnSolve will review your plan to ensure a successful roll-out, including critical items such as testing and data clean-up.

Ongoing Support

After meeting the project goals and success criteria, your account transitions to our 24 hours a day/7 days a week support team and a dedicated Support Representative. Access to the Support Community will be activated for knowledge-based articles and your support cases.

Training and Education

The key to our training and education is knowledge transfer. When you attend our training sessions, we strive to make sure you leave as a more confident user. We combine the skills of our technical writers, documentation specialists, course developers and training specialists to create memorable and impactful trainings. Not all training needs can be met through traditional programmes. You can customise your training with components from any of the following standard offerings:

Educational Offerings:

Multi-customer training webinars – These webinars are free for any customer and cover a full range of topics, from the basics of sending an alert to optional features to administrative settings.

Custom Training Materials – We can develop materials customised specifically to meet your particular needs.

On-site or virtual training sessions
Train-the-Trainer

Certifications:

OnSolve Certification Programmes – Become a recognised expert in OnSolve solutions. These programmes combine a series of instructor-led sessions (Virtual or at an OnSolve predefined location) with structured self-directed training and testing.

Customer Support

OnSolve offers global customer support. When you are in need, we are here to help! Key milestone tasks are tracked based on the following general categories of effort:

The OnSolve Customer Community provides a central access point for customers to easily access important information and engage with customer support. Save it to your favourites so you always know where to go. You will have access to:

Links to Login to OnSolve CEM solutions
Customer Support Case Management
Important Platform News

I would like to:

Log-in to my OnSolve solution
Contact Customer Support
- Email Us
- Call Us
- Open a case on our Customer Community
- Manage previously submitted cases

Professional Services

OnSolve maintains a team of experienced professionals who understand the capabilities of the OnSolve Platform for Critical Event Management and how to best use the functionality to address every customer’s unique business requirements and goals.

Data Management: