Services
IRIS PROJECTminder’s customer support team will help you every step of the way from helping you set up, integrate and use PROJECTminder®, to being on hand to answer any query you have.
Set-up
How many times has a new software product let you down at the first hurdle because the set-up is too complicated or simply takes too long?
The set-up process starts once we receive two completed copies of the sales order. Then a member of the customer support team will contact you to book training and your account manager will be assigned.
The next phase will involve the account manager discussing your data with you and guiding you through supplying us with basic project, contact and staff data which we then import into your PROJECTminder database. This basic information will allow you to enter time and costs against your projects.
As part of the on-site training one of our consultants will discuss the options for moving your historical data into PROJECTminder. This process has been tried and tested many times and means you will be up and running much quicker and will see instant results as the software starts paying for itself from day one.
Training
In our experience, the key to a successful software implementation is for all users in your business to understand quickly how it can improve the way they manage their projects. We have achieved swift buy-in from all users through making the software intuitive, easy to use and by providing detailed training programmes.
All training is delivered at your offices. The number of days training depends on your individual requirements and the number of staff you have. Additional training is available if required, however any on-site training provided after the initial training is charged.
Support
At IRIS PROJECTminder we offer an outstanding level of support. Support is available on-line, via e-Mail or telephone.
What they said...
“The support is very good - any questions or issues that we have had have been dealt with promptly.”
Graham Ball, RDJW Architects
On-line support
Within PROJECTminder you will find online tutorials and answers to frequently asked questions to help you (there is a link to them on every page). The on-line support is updated as new upgrades are released. For issues that can’t be resolved by the on-line support, your administrators can contact our customer support team by telephone or email.
Telephone and e-Mail support
Included within your monthly license fee is our support service for the administrators* in your company.
For issues that you can't resolve, phone our support team. We can usually resolve issues then and there. If an issue needs further investigation we will look into it for you and keep you up to date with progress. We use our CRM software to log all client issues until a successful resolution is achieved. We aim to resolve all problems within 24hrs.
* Please note that we only accept support calls from your nominated administration users so any queries should be routed through them.
Consultancy
For larger businesses we include an additional consultancy in the initial payment to ensure a smooth transition to PROJECTminder.
We focus on your strategic and business objectives and examine how we can map your business processes onto PROJECTminder.
Consultancy is available to all clients. Please contact the customer service team to find out about costs and availability.
We also offer ‘one-off’ sessions for companies who want to move into other areas of the software (such as resource planning) to ensure that PROJECTminder is always being used to maximum effect at your company.
