At Commerce Decisions we want our customers to use AWARD® and we want them to get the most out of it on all their projects – be they big, small or somewhere in the middle. To this end we offer our ExpertAssist service.
ExpertAssist has been described as ‘Helpdesk Plus’ or ‘The Helpdesk on steroids’ (without the anger management issues!). Its purpose is to help you to learn AWARD® bit by bit – at your own pace. If you find yourself stuck at a certain point or with a specific task, call or send us an email and we’ll talk you through everything you need to know.
The service is based around the use of standard templates, customised for your use by one of our consultants when you first bought your AWARD® licence. If you’re not deviating too far from one of these templates then we’ll be able to help, and if we can’t we’ll certainly be able to point you in the direction of someone who can.
ExpertAssist began in early 2013 and has gone from strength to strength since. 56% of customers who currently have an AWARD® licence also use the ExpertAssist service. The uptake has increased, as customers have grown more aware of what we can offer and more comfortable speaking to us whenever they have a problem. We are a friendly bunch and people shouldn’t be worried about giving us a ring or sending us an email!
As well as the extended helpdesk service, as part of ExpertAssist customers also have access to regular training sessions held, free of charge, at our offices in Milton Park. These training sessions are aimed at those new to AWARD® or those who wish to refresh/enhance their knowledge. Whilst the sessions wouldn’t be suitable for experienced AWARD® Administrators/Project Managers, the majority of AWARD® users would gain something from them and we cover everything you need to know to create and run a project from one of the standard templates.
With the full release of AWARD® 6 just around the corner these generic training sessions will be an invaluable resource for organisations looking to quickly get their staff trained and up & running on the new version. We’ll be running more courses, as demand requires, making sure all ExpertAssist customers have the opportunity to attend.
The philosophy behind the service is one of ongoing training and learning. We won’t do the work for you (if you wanted us to you’d need to look into our consultancy offerings); instead we will talk you through what you need to do, so you become comfortable using AWARD® each and every time you pick it up. Following that philosophy, if you have set up a project and would like us to run our eye over it before the evaluation begins then we’d be happy to do so. We won’t make any changes but will feedback any thoughts, suggestions or concerns with instructions and guidance on how to make any required changes and to optimise use of AWARD®
As Benjamin Franklin once said “Tell me and I forget. Teach me and I remember. Involve me and I learn”; the essence of ExpertAssist is exactly that. We will teach you how to make the changes, involving you at each step along the way so that you build your knowledge of AWARD®. You will end up with a better knowledge of how to use the solution to deliver the required process and the comfort of knowing that your project has been set up exactly how you wanted.
To find out more about ExpertAssist visit: commercedecisions.com/app/uploads/2019/09/AWARD-ExpertAssist.pdf