Customer Success Services

Services Overview

The impact of scheduling automation on your workforce operations and overall business can be huge.
To ensure success, Shiftboard offers multiple options to meet your needs.

Package 1: Enabled Implementation

For organizations with simple scheduling needs or who are experienced with scheduling automation and want to refine and rollout their own solution. Shiftboard provides education along with key implementation services to complement your expertise.

  • For one functional group
  • Project coordination
  • Requirements & process discovery
  • Baseline design recommendations
  • Comprehensive product training
  • Import of employee & control data
  • Testing support
  • User adoption support
  • Launch issues support
  • 30-day post-launch support

Package 2: Guided Implementation

For organizations new to scheduling automation or with sophisticated implementation needs, possibly across multiple groups. With this package, Shiftboard experts take the lead throughout the project to ensure your implementation is a success.

  • For up to two functional groups
  • Project management
  • Requirements & process discovery
  • Finalized design through agile workshops
  • Comprehensive product training
  • Import of employee & control data
  • Testing guidance, pre-defined test cases, and support
  • User adoption strategy with train the trainer session
  • Launch planning and execution support
  • 30-day post launch support

Additional Information:
1) Onsite training and add-on services are an option at an additional charge

Essentials: Comprehensive support and training so you get the most out of Shiftboard. Included. Premium: Personalized services to achieve your business objectives. 15% of annual subscription value.
Support
Online Knowledge Center Anytime access to product know-how and best practices Yes Yes
Product Support (phone/email) Standard business hours are: Monday-Friday 8am to 5pm PST. Extended business hours are: Monday-Friday 6am to 6pm PST Standard Business Hours Extended Business Hours
Response Time Defined as first response to submitted support ticket. SLA tickets submitted outside business hours, will start on the next business day. 24 hours 4 hours
Training
Product Training Webinars Group training events offered on an ongoing basis, each focusing on a particular capability or feature of Shiftboard Yes Yes
Coaching & Training Hours Scheduleable time with a Shiftboard Customer Success Manager. Can be used for training, feature expansion, platform optimization and more. up to 5 hours up to 20 hours
Best Practice Webinars Ongoing webinar series dedicated to scheduling and hourly workforce management best practices Yes Yes
Success
Assigned Customer Success Manager Assigned CSM will serve as your primary success contact No Yes
Post-implementation Tuning One hour session focused on troubleshooting, and tuning optimizing Shiftboard to your processes. Checkins start 60-90 days post implementation 1 2
Health Check Comprehensive review of platform configuration in relation to your business processes and objectives to ensure you are maximizing the potential of Shiftboard Annual Quarterly
Semi-annual Business Review Online meeting between client key stakeholders and Shiftboard to review performance against goals and plan future actions No Yes

Additional Information:

– All subscription contract terms apply to chosen success package
– Remaining service hours do not roll-over from one contract term to the next
– Travel expenses for onsite training and services are in addition to stated fees