Project Team Continues Support
During the process of implementing Tour de Force CRM, the client is provided with direct access to multiple CRM consultants. CRM consultants are available via phone, email, and through web conferencing for prompt responses to the customer’s needs related to the Tour de Force CRM application. Tour de Force CRM consultants are also available for a reasonable period following the implementation in order to assist the client in resolving any outstanding issues that remain open following the Go Live User Training and were included in the implementation.
Web training sessions are conducted
Turnover meeting with Support Team
At the conclusion of the implementation, the CRM Project Manager coordinates the introductory meeting between the Client Project Team and the Customer Service Representative (CSR) that is assigned to the client’s account. This meeting serves as the official “turnover” from the CRM Project Manager to the Support Team. During the meeting, the CSR reviews the many services offered by the Professional Services Team to assist the client with the short term and long term development of Tour de Force CRM within their organization.
Although the CRM Project Manager is no longer the primary contact for the client after the turnover meeting, the CRM Project Manager is always available to perform additional consulting services for the client. Coordination of additional consulting can be achieved by coordinating directly with the assigned Customer Service Representative.
Post Implementation Support
After the Turnover Meeting clients can use the web support system for any Post Implementation Support needs. Any issues related to the environment where Tour de Force CRM is installed or related to features not originally included in the scope of the project will be documented by the CRM Project Manager and turned over to the Support Team to address. Any issues that fall outside the original scope of the project are addressed using support credits per the standard terms and conditions of the maintenance support plan of the customer.
60-90 Day Post Implementation Review
Approximately 60-90 days after the Go Live Phase, it is highly recommended that either the original CRM Business Consultant or a Business Consultant from the Professional Services Team makes an on-site visit to the client. During this visit, the CRM Business Consultant meets with the Client Project Team and reviews the project plan, as well as the business processes that were documented during the original implementation.
The review serves as an audit of the original project plan and business processes to ensure that the objectives of the client are being met. If there are areas of improvement needed, these changes can be made and presented to the users by the Client Project Team, or the CRM Business Consultant can be scheduled for an additional visit to provide supplemental training for the users.
During the 60-90 Day Post Implementation Review milestone, the CRM Business Consultant also reviews new or unused features that are available within the Tour de Force CRM application that the client may be able to take advantage of. The CRM Business Consultant typically works with the Client Project Team to define a plan for the adoption of the new features.
In some cases, additional training may be scheduled for users during the 60-90 Day Post Implementation Review. In most cases when training is scheduled, the training is focused on the resistors in the company. The training is focused on reinforcing the basic use of Tour de Force CRM to ensure that the users are able to perform the base functions in order to work within the defined business processes of the client.
Annual System Review
As an additional incentive for customers to maintain their annual maintenance plan at the Gold Maintenance level, the Professional Services Team offers an Annual System Review at no charge. During the Annual System Review, a CRM Business Consultant is scheduled to be on-site with the company’s sales management and IT leaders who are responsible for the application and use of Tour de Force CRM within the company.
During the Annual System Review, the following topics are typically covered:
A review of how the company is currently using Tour de Force CRM, with a focus on sharing additional ideas on how the application can be used for other automation within the sales organization.
A demonstration of new features that have been added to Tour de Force CRM is conducted, and the CRM Consultant provides insight to the company on how the new features can be applied to gain additional efficiencies in managing certain business processes.
“What’s New Training” is provided to the users.
The CRM Business Consultant works with the Client Tour de Force CRM Administrator to help address open issues that may exist on the system and provides additional training to the Client Tour de Force CRM Administrator on the tools and utilities associated with the Administration Console.
Within 10 business days of the completion of the on-site Annual System Review, the CRM Business Consultant provides the client with a detailed document outlining the results of the visit along with the recommendations of the consultant in order for the client to receive the maximum return on their investment in Tour de Force CRM.
Ongoing Relationship with the Professional Services Team
We strongly believe that ongoing training ensures maximum return on your investment. A trained staff that uses Tour de Force CRM efficiently and effectively will drive sales, increase customer retention rates, and give your organization a competitive advantage.
During the life cycle of using Tour de Force CRM, the Professional Services Team is available to provide the following services to your company:
- Support Services
- Training Services
- Professional Services