The objective of the GoReport team is to ensure our clients are driving value from their investment as quickly as possible. We have taken over 400 clients through our implementation process and continue to evolve ways to support our clients in adopting our technology efficiently against their own pressures to “get the day job” done. The desire is to absorb as little of our client’s time as possible but ensuring they can proceed to live use with confidence.
What happens after the initial Implementation?
A very key question that anyone adopting a new software solution should ask is “What happens after I get the software?”
“How will I access on-going support and training?” and “Will someone be available to discuss any issues?”, are common questions we discuss with prospective clients.
As a provider of a product with an annual subscription cost, it is clearly of the utmost importance for us to deliver exceptional on-going support to ensure our clients renew their subscription with us year on year. Our experience, derived from the knowledge that we have developed from long term relationships with our clients, also tells us that expectations will be different depending on the client and how their plans evolve throughout any given year.
Therefore, we have developed a Customer Care programme that ensures we maintain regular one to one contact with our clients throughout the year to ensure we understand how you as a client want to be supported and when. On a regular programme throughout the year, our team will proactively engage with our clients to ensure that they are getting the most value from their investment and to discuss any challenges that they are facing with upcoming projects or services. This programme will obviously vary from a quick catchup with a sole trader to a company wide review and presentations with larger enterprises.
We provide regular communications to our client base around new functionality, best practice tips and industry news throughout the year. Our regular client one to one meetings allow us to recap on information that is important to an individual client and gain valuable feedback as to how a client’s business might be growing or evolving. This engagement is crucial to ensure a client understands the full value of our solution but also so we can continue to develop our solution in line with their needs.
In addition to our proactive Customer Care programme, we are always here to react to our client needs as and when they arise. Our helpdesk@goreport.com are a focal point for all support, training and consultancy requests and will ensure that any issue or request is promptly resolved or channelled to the appropriate member of the GoReport Team. The GoReport Knowledge Base, (where you are reading this article) has also been launched to provide a self-service centre of information on all aspects of using the GoReport solution from quick software instruction reference to best practice and industry trends.
If you have any further questions on how we support our clients manage, develop and grow their use of the GoReport solution, we will be delighted to answer them through your further the discovery process.
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