The Professional Services Department offers an array of implementation, training, and development services to effectively implement and configure netFORUM to the unique needs of our clients. The Professional Services Department consists of experienced project managers, business analysts, technical developers and trainers. The Professional Services Department is committed to our clients’ success. They focus the implementation strategy around overall organizational priorities while simultaneously providing one-on-one support for the needs of staff at all levels of the organization. They strive to partner with each client and do whatever it takes to give them excellent customer service.
The primary services that the Professional Services Department offers are as follows:
- System Requirements Analysis (SRA)
- Project Management
- Data Conversion
- Custom Report Development
- Custom Development
- eWeb Development (Members' only area and eCommerce setup)
- Training
- Assistance with developing client’s standard operating procedures
- Third-Party XML Integration Services
- System Support
- ASP Hosting
Implementation Planning
The first phase of the netFORUM project is the system requirements analysis (SRA). The purpose of the system requirements analysis is for Avectra’s team to gather your organization’s business requirements, requested functionality, reports and data migration needs. The Avectra team will then provide an analysis outlining how your business processes can be accomplished through netFORUM.
In brief, the system requirements analysis document is intended to capture Avectra’s understanding of the information provided by your staff during the meetings for system requirements and intended to serve as the blue print for the project implementation.
Avectra’s method of delivery of the system requirement analysis (SRA) is through Implementation Central, the industry's most innovative implementation resource. Implementation Central is an online program that provides both clients and Avectra staff with real-time, interactive oversight of each client project. Set up to empower the teams to collaborate, Implementation Central spans both phases of Avectra's two-part services process––the SRA phase and the Implementation Phase. This two-part implementation, facilitated by Implementation Central, provides a flexible framework to support the Avectra implementation methodology and ensure successful netFORUM implementations.
The outcome of the SRA phase becomes the roadmap to guide our collective efforts to implement the software. Avectra will work with your team including managers, technical specialists, and business experts to learn your business and document your needs. Throughout the interactive process, Avectra will help you refine your key processes and assist you with suggested workflow changes in line with best practices across the industry.
Training
Avectra has set new industry standards by supplementing our in-person training offerings with a complete array of free Web-based training. Avectra supports its customers with a full range of convenient training options, including online help, recorded webinars and live classes. Avectra's Free Weekly Training Webinars have proven enormously useful and popular with clients, and our archive of over 35 hour-long archived training Webinars are available for use around the clock. Our trainers conduct regular live training classes in our dedicated training facilities in McLean, Virginia, and Chicago, Illinois, and travel to client sites nationwide.
Our in-person training courses provide clients with the knowledge and skills necessary to fully utilize the netFORUM software. Avectra delivers the following customized training:
- Key User Training - Our training plan provides key users with overview training scheduled in conjunction with the delivery of the first data conversion. This provides the key users with the opportunity to become familiar with the system by testing and verifying their own converted data.
- All Staff Training - Close to the "go live" date, training is offered to staff that will be using netFORUM. The material covered by Avectra trainers is determined and customized based on consultation with each client organization. During this training, we review clients’ Standard Operating Procedures (SOPs) to ensure that all staff feels comfortable with the new system.
- Technical Training - Avectra offers a series of technical training which include data model, developer’s toolkit, MS Reporting Services and CMS training.
Data Conversion
Our team of technical experts provides a full range of data conversion services that allow the seamless conversion of data from multiple database formats to our data structure. Avectra has experience converting data from the systems of every major industry player.
Typically Avectra converts the data in three rounds. The goal of the iterative process is to achieve a complete and correct conversion during the second conversion. The third conversion becomes the go-live conversion, a rerun of the successful second conversion.
The data conversion team can also performs specialized data conversion services such as data cleansing, de-duping, and address verification as part of the data conversion process.
Full System Support
Approximately 60 days after the “go live” of the netFORUM product, you will go into a maintenance mode utilizing our customer support department. A formal transition from the Avectra Project Services Department to the Avectra Customer Support Department is completed through a conference call including Avectra’s project manager and the Manager of Customer Support.
The support team is unique in the software industry as it is staffed with dedicated programmers in addition to the customer support analysts. The Avectra Customer Support Department is responsible for answering questions and resolving your issues. In addition to phone and email, support issues can be reported through our Client Only Web site where you will receive a tracking number and can view an issue and its status at any time.
All support calls, e-mails or on-line issue forms are logged into Avectra’s database in the order in which they are received. Clients will receive an issue tracking number for easy access.