Setup, Training & Advice
MatriX solutions consist of much more than software! Comprehensive, tailored implementation services are provided to each new customer to ensure efficient system start-up. A wide range of software maintenance and support services are also offered that facilitate smooth ongoing operations.
Giving you the knowledge to succeed
For each new customer, all requirements and existing work processes and practices are reviewed. Any required interfaces or integrations with other systems are investigated, together with any special data imports and migrations, as well as any required system customisations. A MatriX solution is then designed that is tailored to suit individual company requirements.
A system implementation and training plan is prepared and agreed to ensure a smooth and successful installation and transition that will immediately add value to the business. MatriX can be installed on a customer file server or provided as a fully hosted web solution. Either way, full assistance and system user training is provided. For internally hosted solutions, detailed instructions and guidance are supplied and installation coordinated with the designated in-house technical team. On-going operations are also covered, including set up of training and production environments, system backups and recovery and other housekeeping functions.
Training for all key system users and administrators takes the form of hands-on workshops. Supplementary on-line training, coaching and advice is subsequently provided as and when required. MatriX is also supplied with detailed training manuals and on-line help facilities. Quick guides are also provided, that include tried and tested MatriX process worksheets and flowchart templates, tailored to match company approved processes.
Following successful MatriX implementation, any issues or requests for assistance are logged by customers online or via email to a centralised help desk system that is constantly monitored and managed. An immediate response is provided for all requests, and these are assigned to the appropriate members of the MatriX support teams for resolution.
A software licence, maintenance and support service level agreement is prepared for each customer that provides details of all MatriX services and associated terms and conditions.