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SO YOU’VE CHOSEN EFFECTIVE, WHAT CAN I EXPECT?

CUSTOMER SUCCESS JOURNEY

Effective Software’s award winning customer success team provides you and your organisation with the tools, resources, and training to help you achieve your health and safety goals. Let us introduce you to the various stages that you can expect while entering the Effective Customer Success Journey.

Planning

Explore key objectives

Your sales representative will de-brief your new customer success manager of your organisations pre-identified core objectives. Our team will organise a kick-off call to discuss the project in further detail.

Review timelines

From gaining a greater understanding of your core objectives, all parties from Effective Software and your organisation will agree an achievable timeline for which to implement our software solution. Our typical implementation timeline takes 6-8 weeks.

Outline key contacts

Your customer success manager will work with your team to identify the most efficient system structure to match your organisational structure. This means all system users will have an allocated administrator to which they escalate all activities.

Training

Data Integration

At this stage your customer success manager will be looking to successfully import your employee records and existing health and safety information. Once this process is completed you’re team is ready to trial our sytem.

User acceptance testing

Your team will now be able to trial our system in a safe environment to ensure that your information has been imported correctly and that system functionality matches your expectations. On completion of this stage you will be ready to identify a suitable date for on-site training.

On-site training

Your customer success manager will meet you on-site to train your system administrators. Once your team is fully trained and you are happy to proceed you will then be in a position to launch the system company-wide.

Adoption

In-system help centre

Our 24 hour online help centre allows you to browse through FAQ’s on our entire product module range with helpful tips and videos. You will also be able to raise tickets for any technical requests or questions you may have.

Live chat support

Our live chat facility is available from 9am-5pm GMT with instant access to support from our customer success team on system queries. Our team operates to the highest SLA delivery standards with a 4 hour response for critical issues.

Tips & webinars

Our Customer Success team works tirelessly to identify helpful weekly tips, host monthly webinars and communicate system updates that will be sent to system administrators and key users to share within their team.

Nurture

Customer success forums

We host numerous customer events nationwide that allow you and your team to meet the Effective team and network with existing system users in your industry and region to encourage sharing of information.

Business reviews

In order to ensure that Effective is helping you achieve your health and safety goals and that your team is getting the most out of our system, your customer success manager will organise quarterly business reviews to ensure you’re right on track.

Continuous improvements

Our technical team works closely with our customer success team to discuss system requests from our customers in order to drive continuous improvements and provide the most efficient and powerful solution on the market.