2015-097 - Laserfiche WebLink

Home Browse Search

T E;C'N\IC,11, SUPPORC When you become a client of MCCi, you gain much more than just a new product. You gain a relationship between our staff and your organization to make your product implementation successful and the usage of your product an enjoyable experience. In order to make this possible, MCCi offers both Proactive and Technical Support. PROACTIVE SUPPORT MCCi assigns each account with a Regional Account Executive and an internal Account Manager Team. You will have already worked with your Account Executive in the pre -project phase and they will continue to support you. Your Account Executive will provide a local presence and contact information should local meetings be necessary. The Account Executive also assists in pre implementation processes. Your Account Manager will assist in managing ongoing support through the life of the product. MCCi believes in a proactive support methodology and it is the Account Managers' role to insure this ongoing communication with clients. Your Account Manager will be in touch throughout the year to discuss optimal system usage and ensure client satisfaction. Items discussed may include, but are not limited to: • Identify any needs that could easily be addressed with the current system. • Provide resource for question and answer, best practices, how other customers are using the system with use of documented case studies, Listservs, support center, etc. • Provide continued education for existing and new users within the organization through the use of webinars, seminars, workshops, users group, and more. • Annual review of current system configuration • Dedicated sales support staff for pricing inquiries and budgetary information • Annual support renewal notification to ensure your renewal process is timely and accurate Educational Resource Definitions • Case Studies — MCCi works with our clients to put together narrative accounts of specific usages of MCCi solutions in their organization. Specific departments, document types, integrations, etc. are noted to allow other users to learn from the information. • MCCi Listsery — MCCi has created a Listsery for specific types of system customers. A Listsery is a creative use of e-mail, which provides a means for End Users to share information on a common interest. Members are able to communicate with peers thru a single e-mail. Uses of the Listsery may include fielding requests about system usage, as well as best practices. • Support Center—This resource is a compilation of white papers, best practices, and information for system users all in one location. Through the support center, users can also submit and check the status of their support tickets. • Webinars — MCCi conducts monthly webinars on different topics promoting more efficient system usage. User webinars are also offered on more specific topics related to products, concepts, departments, etc. regarding the usage of your system. These are done through the web and are a convenient way of staying informed on the newest technologies available. • Seminars — MCCi conducts seminars on different topics to help educate new and existing end users throughout the year. They are usually located at a host site of an existing customer. These can also be offered at current client's locations to invite departments to learn more regarding their current system. • User Groups — MCCi offers annual user groups to keep end users trained on the newest versions and products. These are geared to both users and administrators of the system.