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 Customer Accounts 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.
The Customer Accounts team's mission
The Customer Accounts team is there to ensure that you are kept up-to-date with any new software upgrades (called Service Packs) for the version of ProgressCRM that you purchased; new versions of ProgressCRM; and all the modules and add-ins that are launched on a regular basis by Fisk Brett's development team.
They can also advise on other database services such as hosting, remote access, website integration, data cleansing, and other requirements you may have
Your Customer Accounts Manager, who is assigned to you at the point of sale, will keep in regular touch with you so that they really get to know how you are using ProgressCRM, and what new developments would be appropriate to your needs.
They can also advise on how you are using ProgressCRM to ensure you are exploiting its full potential. Are you able to ‘widen the use' from just fundraisers to include remote workers? Do you provide key summaries to your senior executives, or simple name and address look-ups for other staff?
Each member of the team has significant experience of Customer Relationship Management (CRM) in its broadest terms- not only the software tools, but also the processes, the surrounding legislation, and the NFP sector itself.
The team also acts as the point of focus not only for their main ‘Contact' at your organisation (usually the Database Administrator) but also your IT specialists, and your end-users.
This ensures that they can provide relevant feed-back to Fisk Brett's software developers to ensure its range of products and services remains the best there is.
