Implementation Services - eCIFM Solutions

Implementation Services

eCIFM’s clients can expect far more from our implementations than just new software, we provide a roadmap for success of the software. We do this by guiding new users through each step of the implementation process and beyond. Our methodology has been developed and refined over hundreds of implementation projects. We know what works, and what doesn’t.

Our approach gives client stakeholders the ability to review and sign off on the solution in increments, rather than all at once at the completion of the project life cycle. This simplifies testing and training and ensures that client requirements are completely met.

Our goal is to not only implement the product but to help clients fully understand the product functionality and how to utilize it to increase efficiency, reduce costs and discover new workflow opportunities. We’ll help you make the best possible data-driven decisions for your organization.

Our services include:

IWMS Consulting Services

Moving to a new Integrated Workplace Management System (IWMS) or upgrading your current system can increase efficiency and profitability throughout your real estate portfolio. Even if your organization is full of great project managers and IT experts, getting an IWMS up and running and making sure your technology investment directly supports your strategic business goals can be a challenge. We offer IWMS consulting services to help you get the most from your system to streamline and optimize your workplace portfolio.

Support

eCIFM provides a 24/7 Help Desk to provide continuous support to our clients. All interaction is captured in the third party (ZenDesk) support solution. Communication with the client is continuous over the life of the open ticket and all interaction is documented in the ticket. Performance SLA are derived from the ZenDesk ticket and reported Monthly.

Basic TRIRIGA support and troubleshooting is offered by telephone or email; our phones are answered by live voice during regular business hours, Monday through Friday. All support is coordinated through eCIFM’s Support Site.

Key features include:

  • 24 x 7 accessibilitycc
  • Support requests addressed by our staff in accordance with established SLA’s
  • Submit/Revise/Delete any open request. Requests are assigned a unique identifier for tracking.
  • Updated notifications associated to each service request.
  • Updated notifications associated to each service request.

Year 1: Following Deployment, eCIFM offers telephone, and email support through separate Managed Services contracts. Our phones are answered by live voice during regular business hours, Monday through Friday. Automated support is available 24 x 7 through eCIFM’s support site: (https://ecifm.zendesk.com).

Year 2 and 3 and Ongoing Support: eCIFM continues to offer Level 1 support in accordance with executed managed service agreements. eCIFM assesses each issue and assigns a severity level and criticality. These are then routed for resolution accordingly. If resolution is not achieved in accordance with contractual requirements, issues are escalated to Level 2 and ultimately, IBM Corporation for resolution. Any critical Severity 1 ticket will be responded to within 2 hours, and any other ticket within 2 normal business hours.

In addition, eCIFM offers our Managed Services offering at an added cost. Managed Services offers the client an expert team of professional services and support resources following Go-Live. The client will have access to the eCIFM team that’s familiar with the client’s specific system’s configuration, challenges and needs—saving the users the time of describing them to support staff merely trained in simple off-the-shelf implementations.

Training

eCIFM’s team of certified Trainers and Developers provide comprehensive training to prepare end users to capitalize on the full functionality of your IWMS. Our training approach is business process focused and can be customized to meet specific learning and organizational objectives. We follow a practical, role-based training methodology designed to help end users quickly become self-sufficient in using the system to manage their day-to-day work. eCIFM offers on- site, off-site and web-based training for end users. Typical training period is two days.

Training documentation is provided; a complete training curriculum and agenda is provided ahead of any scheduled class; additional training deliverables customarily include classroom learning guides and quick reference guides that clients find useful to refer back to after initial training has been completed. Training guides are provided and sessions are generally recorded for future reference. Future training options include on-site classes, scheduled webinars and individually scheduled sessions using web conferencing tools such as WebEx or Zoom.