Customer Success / Onboarding

The goal is to help our customers become productive sooner, identify pain points before they become roadblocks, and ensure you continue getting value from our software. We aim to give customers a consistent point of contact during your first weeks with Rossware and throughout your relationship with us.

Every new customer will receive three scheduled, 30-minute onboarding sessions. We aim to schedule all three sessions upfront.

TIP! The timing of the first session should accommodate your business' planned start date of software implementation. If the installation requires extended technical work, please plan to address that separately, so the onboarding sessions remain useful.

We aim to have this session scheduled to take place within the first week of your software implementation.

Focus

• Confirm the proper installation of Rossware software.

• Confirm proper access and permissions are configured for Rossware software.

• Assist with initial configuration, and the customer’s priorities.

• Identify any setup or migration needs.

Goal

Ensure your business can access the software and has a clear path to getting started.

TIP! If you have scheduled a data migration, the second and third sessions should take place after that is completed.

We aim to have this session scheduled to take place within the second week of your software implementation.

Focus

• Walk through the tasks most relevant to your business, using practical examples.

• Address early questions.

Goal

Your business has a fundamental understanding of the software and can perform essential daily work.

We aim to have this session scheduled to take place within the first month of your software implementation.

Focus

• Review how actual use is going.

• Resolve workflow confusion.

• Identify additional training or configuration needs.

Goal

Ensure your business is using the software successfully, with an action plan for anything still outstanding.