What you need to know

FAQs

How much time is included and is it flexible?

As part of the onboarding process, we will run a Workshop to understand your requirements and recommend which tier of managed service you need. Each tier has an allowance of days per month.

The days used each month is flexible as some months you may need more support than others. However your overall annual allowance is capped, based on the tier of service you purchase.

Your engagement manager will work with you to plan out the larger pieces of work, so you will have a constant roadmap of improvements to support your business.

What’s the difference between Managed Service and Professional Services?

Managed Service can either replace your internal CRM resources or act as project team to help complete tasks and manage parts of your CRM.

Managed Service covers everything from report writing, data imports, and simple configuration changes to remote user training, maintaining data cleansing and report writing.

Professional Services is designed for one off project work, rather than an on-going program of improvements.

What services can I get from Workbooks as part of the Managed Service?

Fundamentally you can have whatever you need from us. That might be consulting skills like:

Business analysis
Project Management
Best practice / Solution design
Change Management

Or more technical skills like

Admin and configuration
Report writing and dashboards
Scripting & Automation building

One of the big benefits of the Managed Service is you get access to the depth of skills that Workbooks can provide, its very difficult to recruit an internal person with all that expertise!

How do I raise a case?

We’ll give you an email address which you can use to raise cases. Our team will review and prioritize any requests that come through and come back with timings.

Cases can be made visible within the support portal.

How long is the contract?

Each contract is a minimum of one year.