Adoption

Nothing is more frustrating than completing a major software implementation project only to have the system sit unused. It is important that end users and administrators not only get proper training, but that they receive the ongoing support necessary to ensure the new system thrives. That is why we have invested in tools and skilled technical staff to provide excellent ongoing mentoring and support services.

The Support You Need, When You Need It

We understand that poor user adoption destroys project ROI. Adoption is reduced most by two factors:

  • Users that, despite training, are still uncomfortable with the new system and fall back into old habits
  • Issues with the software itself that cause unexpected behavior, frustrating users and limiting their ability to work in the new system.

The best way to ensure users are comfortable and using the new system is to support them in the days and weeks immediately after go-live. That’s why our implementation projects include dedicated adoption support to ensure users’ questions and concerns are addressed in a timely manner.

Software issues often require more immediate attention and tracking. To meet this need, Hagerman has developed a world-class support service delivery infrastructure that includes:

  • Live customer support Monday through Friday, 7 a.m. to 7 p.m. (CST)
  • Support case tracking to ensure fast response times and a better customer experience
  • Online meeting technology support so that our technical staff can view, and if necessary (and allowed), take remote control of your workstation
  • Support service coordination between us and our OEM software partners
  • Post-call surveys to make sure you are satisfied with our response and professionalism. Survey results are reviewed daily by our management team to ensure that we meet and exceed customer expectations.

Our document management support team is dedicated to providing prompt and reliable assistance to meet your needs. Contact us today to learn more about our support options.

 

 

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Alice was very diligent in following through to make sure that we are all setup and ready to go. She was consistent and persistent on the follow up calls. She made sure that our issues were resolved and even left open to call if we have any problems in the future, She is great to work with.

... Anthony A.

 
 

 

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