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Advanced support: consult

There are situations where a client needs more support than is offered by means of documentation and tutorials. This is often about a complex problem for which the client cannot find a solution, but that is specific to the client. Genkgo can be asked to:

  1. Analyze the problem within the client’s specific context;
  2. Determine whether the Genkgo software can be used to solve the problem;
  3. If yes: give advice about the solution;
  4. If not: determine whether it is possible to develop software that can help solve the problem, and under which conditions this is possible.

This form of support is a service and falls under the category consult. A consult usually takes place during the first phases of a trajectory:

  1. The phase in which data is migrated to the Genkgo system;
  2. The phase in which the Genkgo software is being prepared for use;
  3. The phase in which the Genkgo software is being used for the first time.

Indicators for the need of a consult

The need for a consult is usually the result of one or more aspects, such as:

  • A members file that originates from a qualitatively bad source
  • A multi-dimensional or complex members file
  • A complex member or subscription structure
  • A complex contribution structure
  • Involvement of multiple (financial) entities
  • Link to software of a third party
  • Activities with a primarily commercial objective
  • Questions regarding privacy
  • Processes that need to be automated
  • Processes that were automated in the previously used software and now have to be migrated to Genkgo
  • Commissioning multiple applications at the same time
  • Questions that concern multiple applications simultaneously
  • The number of support questions is too high to answer in an e-mail
  • The need for process automation. The goal of the request is to automate processes that are, possibly to a degree, unique for the client or have a commercial objective.
  • The question requires an instant response.

It is possible that multiple webinars are required for one consult, for example when a problem can only be solved in multiple separate steps or when previously made decisions need to be evaluated.

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