Customer Success Services

Implementations

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:

  • – Onsite training and add-on services are an option at an additional charge

Support

Standard Support
– Included – Comprehensive support and training so you get the most out of Shiftboard.
Premium Support
– 20% of annual subscription – Personalized services to achieve your business objectives.
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 6am to 6pm U.S. Pacific Time. Standard Business Hours 24/7 Support
Response Time Defined as first response to submitted support ticket. SLA tickets submitted outside standard business hours, will start on the next business day. 24 hours 4 hours
Training
Initial Shiftboard Implementation Training An assigned Customer Success Manager will work with you to plan, create and implement your site. Yes Yes
Product Training Webinars Group training events offered on an ongoing basis, each focusing on a particular capability or feature of Shiftboard. $ Yes
Best Practice Webinars Ongoing webinar series dedicated to scheduling and hourly workforce management best practices. $ Yes
Administrator Certification Certification program provides a curriculum to ready your admins to fully utilize Shiftboard. $ Yes
Success
Assigned Account Manager Assigned account manager will learn about your scheduling practices and goals. Yes Yes
Dedicated Customer Success Manager for Implementation Assigned Customer Success Manager will be your primary contact for getting your site fully implemented. Yes Yes
Dedicated Customer Success Manager for Ongoing Support Assigned Customer Success Manager will be your primary contact for ongoing product support. No Yes
Strategic Business Reviews Discuss key projects, issues and plans with your account manager and a technical support resource. 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