We asked Martin Pierce, CEO of Zahara, about their onboarding, training & support for clients.
Zahara offer UK based support between 8.30am – 5.30pm, Monday to Friday (GMT), via email or telephone.
Yes. We “on-board customers” and charge accordingly for this.
Users, permissions, business structure, workflows, suppliers, coding – basically everything that’s required to use Zahara. We call it “turn-key”.
Yes. We have a staging spreadsheet so the customer knows the kind of information we need. Obviously with Xero/QuickBooks Online we sync some of the data – like suppliers and coding, but getting the structure right is the most important thing. Then worflows work as required.
Most users are coming to us fresh, i.e. they were using paper before. Some have come to us from Concur and Approval Max so will know the kind of information we need.
Usually agreed up front, depending on the size of the deployment and sophistication.
Usually 40 minutes max – we don’t wish to overly burden in one go.
Usually online, can be onsite if as stated above complex software is being deployed – ABBYY FlexiCapture needs nurture training as so large.
We prefer to train the trainer and let them train end users.
All training is chargeable as Zahara can be self-service with over 110 articles in the knowledge base.
Lite should be self-service, but in reality all users of Zahara can place support tickets.
For the unlimited edition – £5000+ per year then yes, you get an account manager.
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