Technical Support
Tech Support is part of your Service agreement (see below) along with software maintenance and availability of software upgrades. Tech Support is available Monday - Friday, 9am - 5pm. Resolving issues is our key priority and we regularly meet satisfaction levels in our regular surveys of customers. Our Tech Support team members are friendly, efficient, and knowledgeable.
We provide an online issue logging system for you to log any ProgressCRM (or Helplinepro) issues. Each issue is given a unique Software Maintenance Request (SMR) number. SMRs are dealt with by our ProgressCRM support team. You can track the progress of an SMR online or by phoning the team.
To log or review SMRs you need a username and password - please contact your account manager if you need one set up.
For registered Progress users to Request Support now, click here.
For registered Progress users to Review existing support issues, click here.
If you need to know more about how to use our Tech Support service please download our Technical Support Guide. The document explains how to submit a request, following up on open requests, calling Tech Support, and submitting a ‘request for enhancement'.
The Tech Support is part of our SMSU- Support, Maintenance and Software Update service, a definition of which is available here. In order to maintain the best level of service for all customers, the helpdesk is subject to a Fair Use Policy - click here for more details.
Project management
Our project managers come with a vast experience of successfully managing implementation and upgrade projects. They undertake the initial analysis and documentation of your requirements and then see the project through to completion. If it’s a transfer from a different software package to ProgressCRM or Helplinepro then they’ll take care of the customisation of the system, transfer of your data and installation on your hardware. If it’s adding additional functionality to your existing application then equally they’ll understand and document your requirements and enhance and customise your system as necessary.
Customer Account Management team
From your first contact with us, a member of the Customer Account team is assigned to look after you.
We engage with you and your collegues to understand the issues you face as an organisation, and endeavour to ensure that ProgressCRM is the right software for you.
From early discussions with our sales team to determine how ProgressCRM and its modules will deliver the solutions you need, we start to build a picture of who's who in your organisation, its mission and objectives, and how you engage with your supporters and partner organisations.
This continues with our implementation team. It's at this stage that the Client relationship team works alongside the software team to eventually take over as the point-of-contact with your organisation, and to provide long-term support on your present and future use of ProgressCRM.
In parallel, you will also be looked after by the Training team who can meet your needs for getting to understand and exploit all the functionality of your new software; and by the Support team who, under your service level agreement, provide the ‘telephone helpline' to answer any day-to-day queries you might have.
Training
Training is held at our training suites in London or can be run at your offices. Training will be provided as standard as part of a project and can either be on your actual data or our training data. A schedule of public courses is always maintained and bespoke courses can be designed to meet exact needs that customers may have.
