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      Elevate 2024 Day 2: Customer Resource Rundown

      This session dives into the various customer resources available to you, including support, online resources, and new initiatives. Presented by Kevin, this session will help you navigate and utilize these resources effectively.

      The Customer Resource Rundown session, presented by Kevin at Elevate 2024, provides an overview of the various resources available to Facility Force customers. It highlights the company's customer-centric organization, detailing the roles of dedicated teams such as sales, professional services, customer care, IT services, product development, account services, and customer success. The document emphasizes the value of support, including scheduled releases, patches, priority defect resolution, technical and security updates, and product accessibility testing, with achievements like SOC 2 compliance, FedRAMP compliance through AWS hosting, and Texas Ramp Level 2 certification. It outlines the support resources available, such as call-in support, the customer care portal, a searchable knowledge base, embedded online help, and the Customer Resource Center with extensive content. The process for submitting enhancement requests is explained, along with the prioritization criteria and options for paid enhancements. New resources on the horizon include a Facility Force user forum, additional training videos, in-person regional user conferences, virtual product roundtables, and ongoing customer success series webinars. The document concludes with contact information for various departments, emphasizing the importance of utilizing these resources to achieve customer goals and enhance their experience with Facility Force products.

      Key Topics Covered

        1. Customer-Centric Organization

          • FacilityForce has reorganized to be more customer-centric.
          • Different parts of the company interact with customers at various stages: sales and marketing, professional services, customer care, IT services, product development, account services, and customer success.

        2. Value of Support

          • FacilityForce provides two scheduled releases per year, along with patches and hot fixes.
          • Priority defects are addressed based on severity.
          • Technical and security updates are regularly implemented.
          • Product accessibility is ensured through compliance with accessibility standards.

        3. Recent Achievements

          • SOC 2 compliance: Ensures high-level security awareness in handling customer data.
          • FedRAMP compliance: Available through AWS hosting.
          • Texas Ramp Level 2 certification: Achieved in December 2023, emphasizing security.

        4. Support Services

          • 7 AM to 7 PM Central Time call-in support.
          • 24/7 access through the customer care portal for ticket management and knowledge base articles.
          • Embedded online help within AIM or Operate.
          • Customer Resource Center with extensive resources.
          • Customer success management for proactive support.

        5. Online Resources

          • Customer Care Portal: For ticket management and knowledge base articles.
          • Online Help: Accessible to all users.
          • Listserv User Group: AssetWorks-based, with plans for a FacilityForce user group.
          • Customer Resource Center: Contains webinar recordings, training videos, release notes, and data sheets.
          • Customer Success Pages: Private content unique to each customer, including contacts, product information, and project documents.

        6. Enhancement Requests

          • Process for submitting enhancement ideas through the customer care portal.
          • Ideas are vetted, compared with existing requests, and prioritized based on votes, release themes, and customer base benefits.
          • Paid enhancements or custom development available for critical needs.

        7. Customer Resource Center

          • Packed with hundreds of webinar recordings and training videos.
          • Plans to reorganize content for easier navigation.
          • Accessible via the FacilityForce website.

        8. Customer Success Pages

          • Private pages with customer-specific content.
          • Information about contacts, products, and project documents.
          • Accessible after registration with the Customer Resource Center.

        9. New Resources Coming

          • FacilityForce user forum: Online community for sharing ideas and solutions.
          • More training videos: Regularly added to the Customer Resource Center.
          • In-person regional user conferences: Plans to host face-to-face meetings.
          • Virtual product roundtables: Engaging customers for initiative ideas.
          • Customer success series webinars: Ongoing effort to provide valuable content.

      Download the full transcript.