Training Approach
Your Silverbear Membership management consultant will develop bespoke training material with your team specific to your membership organisation, centred around your specific business and membership engagement processes.
Silverbear adopts a ‘train the trainer’ approach which ensures that, once trained, your staff will be in a position to train any new colleagues as they join the organisation.
Silverbear also runs a series of on-going refresher training sessions – both class room and distance based – that allow your staff to sharpen their skills on an on-going basis as and when required.
Silverbear Support
As a high quality software solution configured to your own exacting standards, you would hope that nothing will go wrong with your Silverbear Membership software implementation. We hope so too, but sometimes things do go wrong, and you need the reassurance that you will be supported rapidly and efficiently to get back up and working as quickly as possible.
In addition to having the reassurance that you are supported day to day in your use of the Silverbear Membership software solution, you will also want to benefit from the considerable advances that are made to the base product on an on-going basis in order to utilise new and improved features to your business advantage.
Silverbear support and maintenance services are designed to give you comfort in the knowledge that your solution implementation will continue to operate effectively. You will also benefit from new developments as they become available to this market leading offering.
Support Provision
The support team behind Silverbear provides a proactive service provision based on the OGC IT Infrastructure Library (ITIL). This ensures that your Professional Membership management solution, once it has launched, is delivered, supported and maintained effectively. The service is focused on:
- The activities required to operate the services such as system maintenance
- Providing our customers a single point of contact for service requests and fault reporting, enabling our users to focus on the work at hand rather than seeking the right source for support
- Ensuring recover of the service in the event of an incident
- Service requests and change management, and
- Seeking to get to the root cause of all reported incidents
The primary objective of Silverbear support is to ensure that normal, agreed levels of service are maintained (and exceeded) on an on-going basis and that if any possible disruption to this level of service is detected, that it is corrected before it has an adverse impact on your business operations.