At Fisk Brett we pride ourselves on the superb support we give our customers. We believe that’s what makes us different from other software providers - our promises to deliver projects on time and on budget are met and our relationships with customers are long-lasting and mutually beneficial.
Our software products are backed up by a range of support services that have been designed to make your implementation project and use of the software thereafter smooth and problem-free. The following sections explain the touch-points you will have with Fisk Brett once you have chosen our software.
Project management
Our project managers come with a vast experience of successfully managing implementation and upgrade projects. They undertake the initial analysis and documentation of your requirements and then see the project through to completion. If it’s a transfer from a different software package to ProgressCRM or Helplinepro then they’ll take care of the customisation of the system, transfer of your data and installation on your hardware. If it’s adding additional functionality to your existing Fisk Brett system then equally they’ll understand and document your requirements and enhance and customise your system as necessary.
Customer Accounts team
From your first contact with Fisk Brett, a member of the Customer Accounts team is assigned to look after you.
We engage with you and your collegues to understand the issues you face as an organisation, and endeavour to ensure that ProgressCRM is the right software for you.
From early discussions with our sales team to determine how ProgressCRM and its modules will deliver the solutions you need, we start to build a picture of who's who in your organisation, its mission and objectives, and how you engage with your supporters and partner organisations.
This continues with our implementation team and the Genesis process that builds even more information about you. It's at this stage that the Client relationship team works alongside the software team to eventually take over as the point-of-contact with your organisation, and to provide long-term support on your present and future use of ProgressCRM.
In parallel, you will also be looked after by the Training team who can meet your needs for getting to understand and exploit all the functionality of your new software; and by the Support team who, under your SLA (service level agreement), provide the ‘telephone helpline' to answer any day-to-day queries you might have.
Training
Training is held at our training suites in London or can be run at your offices. Training will be provided as standard as part of a project and can either be on your actual data or our training data. A schedule of public courses is always maintained and bespoke courses can be designed to meet exact needs that customers may have.
Helpdesk
Unlimited access to the helpdesk is part of your Service Level Agreement (SLA) with Fisk Brett along with free upgrades of the software. The helpdesk is available Monday - Friday, 9am - 5pm either by telephone or email. Resolving any issues timely and successfully is our key priority and we regularly meet satisfaction levels in our regular surveys of customers. Our helpdesk team members are friendly, efficient, and knowledgeable.
The Helpdesk service is part of our Support, Maintenance and Software Update service, a definition of which is available here. In order to maintain the best level of service for all customers, the helpdesk is subject to a Fair Use Policy - click here for more details.
