CRM SUPPORT
POST-IMPLEMENTATION SUPPORT
Whether your team has simply forgotten how to use certain CRM system features or you’re dealing with users who’ve completely reverted to working the ‘old way’, we can help.
After analyzing your current situation and employee feedback, we’ll help you identify the right strategy and provide training on any skills that need further development.
Our team lives and breathes the latest and greatest CRM best practices, guaranteeing your CRM optimization.
Streamlined communication, improved analytical power, and refined processes are only a workshop away.
Have a system glitch that you just can’t seem to troubleshoot? We help with that, too!
Reach out to our support team to discuss any of your overarching CRM issues and goals.
WHAT'S GREAT ABOUT THIS FOR YOU?
Accurately identify problems.
Invest effort in the right place.
Issues become solved issues.
Get to CRM self-sufficiency.
Annual Custom recurring support plans
Billed monthly
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SUPPORT OFFERING
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BANK OF HOURS (BOH)
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STANDARD
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ELITE
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Payment frequency
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One time (no limit)
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Monthly
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Monthly
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Minimum purchase
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20 Hour Block
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5h / month
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50h / month
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Support Hours
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9AM - 5PM
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9AM - 5PM
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8AM - 6PM
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Troubleshooting Support system issues
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Training
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Enhancement
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Free Licensing Management
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Access to the Solutions Metrix portal
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Required
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Required
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Required
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E-mail support
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Phone support
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SLA applicable
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Dedicated customer support manager
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Proactive initiative
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SUPPORT OFFERING
|
BANK OF HOURS (BOH)
|
STANDARD
|
ELITE
|
|---|---|---|---|
|
Payment frequency
|
One time (no limit)
|
Monthly
|
Monthly
|
|
Minimum purchase
|
20 Hour Block
|
5h / month
|
50h / month
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Support Hours
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9AM - 5PM
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9AM - 5PM
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8AM - 6PM
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Troubleshooting Support system issues
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Training
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Enhancement
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Free Licensing Management
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Access to the Solutions Metrix portal
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Required
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Required
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Required
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E-mail support
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Phone support
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SLA applicable
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Dedicated customer support manager
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Proactive initiative
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SLA structure
First response SLAs
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SLA
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BANK OF HOURS(BOH)
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STANDARD
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ELITE
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Enhancement planification (up-to)
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-
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6 weeks
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6 weeks
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Training planification (up-to)
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-
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4 weeks
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4 weeks
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Troubleshooting
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Priority 1
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-
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2 hours
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2 hours
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Priority 2
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-
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4 hours
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4 hours
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Priority 3
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-
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1 business day
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1 business day
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Note:
Our team aims to resolve issues as swiftly as possible and will deploy their best effort to respect the given SLA. However, because of the complex nature of some operating instances, there may be cases where we cannot guarantee the time that it will take to resolve a specific problem. In addition, our resolution times may be affected if we do not receive the requested information and/or we do not have all the required access to the instance.
While we strive to provide fixes for all issues, any feature defects from the manufacturer software are subject to the provider resolution time policy. Solutions Metrix will act as the facilitator and advocate for the customer in such cases.
We Have Expertise in the Implementation of the Following CRM Platforms
OUR CRM PROCESS
CRM CONSULTING
To outline a strategy for success, our inception process aims to understand your CRM project goals, overarching vision, and current ecosystem. Rely on our business consultants to ensure the right platform is selected for your needs and plan a roadmap that respects your budget and timeline.
CRM IMPLEMENTATION
With User Adoption at the center of our CRM Implementation methodology, we ensure your employees feel motivated, supported, and engaged as they take on change. While we sprint together toward goal lines on your roadmap, our Integration specialists will be hard at work building world-class system connections for you.
CRM OPTIMIZATION
Your CRM journey doesn’t end with a go-live. From regular updates and technical support to training on best practices and process optimization, we provide the tools and expertise to keep your business thriving in an ever-evolving competitive landscape.
CRM SUPPORT
Our customers can purchase a one-time bank of hours to work on a specific support project or a specific set of services included in the bank of hours.
OUR SUCCESSFUL CRM IMPLEMENTATION EXPERTISE
Why put your CRM needs in our trust
We're business consultants first
We've been CRM experts for over 15 years
We've led over 400 CRM projects
User adoption guarantee