CM first commenced in Brisbane and the CM team is still based there. Our entire staff are available during Australian business hours to support you.
At CM the initial sale is just the start. In fact, we take pride in the fact that we don’t have real salespeople pushing our product. Our real focus is on our existing customers. So we put a lot of resources into Account Management and Support, and our organisation’s KPI’s revolve around this aspect of the business. Suffice it to say, if you ever need help, we’re there. We have dedicated Customer Support staff in our Brisbane office and our goal is to answer all incoming calls within 30 seconds.
Customer Success and Account Management
Our fantastic team work with you whenever you need them, so that as your organisation grows and your Projects evolve, these changes are reflected in CM. Regular face to face reviews allow for strategic planning, further high-level training and education on new features.
We even do database health checks whenever you want, to ensure that you are getting the most out of CM.
From the moment you sign on as a Consultation Manager client, our support team is available to answer any query you might have over telephone, email or chat. We also have a detailed support knowledgebase available for you to consult at any time.
Support is available on Business Days AEST between 8.30am – 5.00pm. Depending on your needs, there are options for immediate responses or up to a 24 hour turn around. As we are based in Australia you never need to worry about the phone being answered, we have a KPI of 30 seconds to answer phone calls, and another KPI to respond to 100% of email support enquiries within one hour. We continually track and monitor our record in support to ensure we can offer you the best.
Personalised training sessions for your entire team are available whenever you need them, and most clients are able to access a free training session yearly. While CM is very easy to use, we always recommend users are trained. However, you should also be aware that as we have been around for a long time and have over 10,000 users within Australia alone, there are many people out there who are already experts in the use of CM.
CM has been designed to be intuitive and easy-to-use. We provide all the resources you need to make rollout to your team a breeze.
- Quickstart Videos
When you first login you will find a series of introductory videos right on your desktop. From data entry to reporting, project management to eNews and SMS, these videos will get you up and running quickly.
- Tailored Training Sessions
Consultation Manager provides tailored training sessions in your offices. Working with your dataset, your team will quickly become familiar with all aspects of the system from data entry and editing, to reporting and project management. Detailed training manuals are provided to all participants.
How does CM assist in consolidating existing data sources?
We understand that Stakeholder data may exist in various forms in your organisation (sometimes captured inconsistently). During implementation, Account Managers work with your organisation to consolidate these data sources, provide relevant framework structure and work with you to get your existing data into CM. This will allow for immediate access to data through the search function, workspace and reporting tabs.
And any time you find you need more data imported, feel free to reach out to us.
Of course you can import data yourself and CM allows the importing of data using a CSV template. Stakeholder, event and properties can all be imported easily at any time.
Our brand-new initiative. CM will periodically run CM Accreditation courses for any user. Users accredited will go up on the CM website as an officially accredited user, so any employer can have faith in them as a CM professional. Click here to read more.
If you have a need specific to your organisation, our developers will work directly with you and your IT team to make it a reality.