Consultancy
Prior to implementation we will provide
consultancy to you on how best to structure
your data and practice information. This
will aid data conversions and the effective
use of the system into the future.
Implementation
The time taken to implement DRIVE will depend
on the size of the site, the server and
workstation setup. Our qualified technicians
will work in tandem with your IT resource
to ensure that the system is implemented
to your satisfaction.
Conversions
The amount of data to be converted will
depend on the requirements of the practice,
the quality of the data they currently have
and the amount of time they wish for us
to spend on converting the data.
Relate Software have converted all of the
market leading Time & Fees, CRM and
accounts packages. If you happen to have
a less well known package we will review
the quality of the data and outline what
can and cannot be converted.
Training
Our Hands-On training program consists of
one-day courses, which are held on customer
premises to ensure the training is geared
to the individual needs of each practice.
The schedule covers all of the key modules
within the system. Training is spread over
a number of months and is designed in tandem
with the implementation plan allowing our
customers to plan training at convenient
times throughout the project or when new
personnel are appointed.
Service Promise ›
Support
As a company we pride ourselves in the quality
of support provided to our customers. Support
for Relate Software products provides for
an unlimited number of calls to be made
to our support help desk. The support desk
is manned from 9.00 to 5.30 Monday to Friday
by our support team who are fully trained
in and dedicated to the Relate Software
product suite. Support over weekends or
Bank Holidays can be provided by prior arrangement
for specific periods at an agreed rate.
Remote diagnostics
We encourage customers to install and set
up their servers to allow the use of remote
connectivity for remote diagnosis of support
queries. In addition, our support team use
technologies such as ‘VPN’,
which allow the support consultant to take
control of application via a secure web
connection to troubleshoot and resolve customer
queries.
Updates
Access to regular updates and enhancements
are provided on a regular basis via a CD
containing the latest release and also on
an on-going basis via web downloads.
Escalation
Our objective is to resolve 80% of support
queries within the duration of the initial
contact. All calls are logged on our call
tracking system. Where calls are not closed
within four hours, they are automatically
notified to the support manager and to the
operations manager for escalation. In a
small minority of cases, we send them on
to the Development team should the need
arise.
