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civicplus.com 55 <br />Phase 3: User Training & Testing <br />Training <br />We will offer a one-hour Request User Training for all individuals who will use the system to manage requests. This <br />training will cover the life cycle of a request from opening to closing, the full functionalities of the CRM, viewing <br />requests on a list and map view, and generating reports. <br />We will also offer a one-hour Conversations User Training for all individuals who will use Conversations to manage <br />resident interactions. This will include the life cycle of a Conversation, how to respond to, escalate, or transfer <br />Conversations within the system, and how to manage Constituent profiles. <br />Optional Integration: We will provide a one-hour end-to-end testing call for individuals who will be managing the <br />Integration between systems. This will include a full test of a request integrated into the remote system, as well as a <br />tour of available self-service integration features. <br />SeeClickFix 311 CRM offers up to three free monthly live tutorials for customers to attend online. We will review the <br />topics you were previously trained on, and you can ask questions of our lead trainer. Many customers find these <br />refresher tutorials extremely valuable as a review or even with training of new staff members. <br />Testing <br />After training, authorized members can begin testing the platform to better understand the features and capabilities of <br />the system. This testing also allows the customer’s admin team to make configuration changes needed prior to launch. <br />Marketing <br />We will host a specific call to discuss launch and public announcement planning. We can provide a variety of resources <br />to assist in marketing. <br />• Setting official launch and announcement date <br />• Adding web portal and app links to your website <br />• Developing and executing marketing plan <br />Phase 4: Launch & Announcement <br />Your Implementation Consultant will provide assistance with moving all account settings over to your live Production <br />account. <br />On your launch date, the customer will add the web portal to their website and begin executing their marketing plan. <br />The Customer Success Manager will provide ongoing support.